Contact Centre Agent

About the role

This role handles inbound calls to assist customers, answer their queries and deliver excellent customer service, and also covers outbound services or sales calls when required. Strong communication skills and the ability to work on holidays are essential.

Key responsibilities

• Handle inbound calls and give end-to-end solutions to clients
• Ensure enquiries, service requests and complaints are handled according to defined processes
• Stay updated on contact centre processes, policies and bank product information
• Support clients on their own-initiated needs and deliver on transactions and service requests
• Aim for maximum first-call resolution and co-browse with clients to resolve issues
• Solve problems and close issues without handing them over
• Steer clients toward online interactions and help set up online banking and ATMs where needed
• Use analytics-triggered next-best-conversation suggestions and perform needs analysis on incoming calls

Required profile

• Call center management experience
• Empathy, problem-solving and a customer-centred, positive mindset
• Ability to multi-task, prioritise and manage time, staying calm under pressure, especially during peak hours
• Effective communication skills

Required skills

• MS Office
• Customer service and communication

What we offer

• Competitive salary and benefits under the Fair Pay Charter
• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits in some locations
• Annual leave, parental/maternity leave (20 weeks), sabbatical (up to 12 months) and volunteering leave (3 days)
• Flexible working options between home and office
• Wellbeing support through Unmind, resilience courses, an Employee Assistance Programme and mental health first aiders
• Ongoing learning and reskilling opportunities