Contact Center Inbound Service Officer

JOB OBJECTIVES
The Contact Center Inbound Service Officer is responsible for assisting with customer service inquiries and providing solutions based on clients' needs in coordination with the Customer Service function. The overall objective is to analyze the best course of action to resolve client issues via calls.
KEY RESPONSIBILITIES
• Reports to the Team Leader / Supervisor.
• Attend to inbound telephone calls with standard operating procedures.
• Provide information on services offered by the bank to enhance customer relationships.
• Provide professional, friendly, and high-quality customer service for each point of contact with the customer.
• Identify and respond to customer needs accordingly.
• Able to consistently communicate in a positive and enthusiastic manner, while handling customer complaints in an assertive manner.
• Use call/contact control techniques to provide efficient, high-quality interactions with customers.
• Maintain detailed records of client interaction to improve quality of information available.
• To provide optimum service to all customers by answering inquiries and resolving complaints effectively with the aim of projecting a professional image.
• Update and perform on-line maintenance on system terminals as per customers' requests.
• Ensure effective and timely follow-up as promised to customers.
• Process financial entries and adjustment on customers' accounts if necessary.