• Receive and respond to customer service account inquiries.
• Provide first level contact and convey resolutions to customer issues.
• Properly escalate unresolved queries to the next level of support.
• Track, route and redirect problems to correct resources.
• Promote private bank products and services.
• Update customer data and produce activity reports.
• Walk customers through problem solving process.
• Follow up with customers, provide feedback and see problems through to resolution.
• Utilise excellent customer service skills and exceed customers’ expectations.
• Ensure proper recording, documentation and closure.
• Recommended procedure modifications or improvements.
• Preserve and grow your knowledge of help desk procedures, products and services.
• Track and analyse the performance based on customer segmentation perspective.
• Responsible for handling of incoming calls from customers and provide accurate information to address customer queries or escalate customer queries to the approporiate higher authority.
• Keep the Head informed of problems or issues that customers might raise during calls.
• Ensures attention to detail to carry out clerical, computing, administrative and record keeping tasks efficiently.
• Undertaking administration and other office duties as may assigned from time to time by the supervisor.
   
  General duties
• Willing to perform any other reasonable and lawful duties assigned by the management
   
  Competencies
• Working with People
• Adhering to principles & values
• Analysing
• Planning and Organising
• Delivering Results and Meeting Customer Expectations
• Following Instructions and Procedures
• Achieving Personal Work Goals and Objectives

Minimum requirements

• Grade 12
• Diploma in Banking
• Minimum of 2 years working experience in a similar environment