Sky Service Potential - RM-Sky Channel-Contact Centre Inbound

The CEC Officer – Inbound – Privy is responsible for delivering exceptional customer service through inbound calls, handling queries and requests related to Retail Liabilities and Credit Cards.

The role

demands a strong focus on customer satisfaction, quality communication, and adherence to service benchmarks. It also involves identifying opportunities for cross-selling banking products during customer interactions.

Responsibilities

Inbound Call Handling: Attend inbound customer calls related to Retail Liabilities and Credit Cards, ensuring prompt and accurate resolution of queries and requests to the customer’s satisfaction.

Cross-Selling Opportunities: Identify potential opportunities for cross-selling relevant banking products during customer interactions and convert them effectively. Customer Service Excellence: Deliver high-quality communication and service, maintaining productivity and service standards as per defined benchmarks. Ensure consistent customer delight by providing timely and effective resolution of issues and queries. Process Compliance: Complete daily logs and meet end-of-day targets as specified by the process.

Adhere strictly to Information Security norms and quality process guidelines. Continuous Improvement: Stay updated with any changes or updates in the process and ensure compliance. Actively implement feedback provided by Team Leaders, Team Coaches, or Quality teams to enhance performance and service delivery.