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Contribute to ensure call centre accessibility and SLA by adherence to the shifting and schedule assigned and answer calls timely.
Ensure each inbound interaction (calls or non-calls) are handled in an accurate & professional manner as per guidelines and procedures to ensure customer satisfaction and mitigate risk.
Handle queries and complaints to ensure quality of resolution within TAT.
Perform cross sell, digital migration or other initiatives as required by Contact Centre management.
Seek and promote feedback from customers via CSAT or survey for quality improvements.
Immediately escalate potential risk issues or customer dissatisfaction to Team Leaders.
Follow and abide the rules and regulations of the bank, CBIS and internal Contact Centre.
Providing accurate and complete information to customers
Prepare and pass on in a timely manner all documentation relevant to the call for action by the unit/concerned department.
For Sadara or Private Banking customers, escalate customer challenges to RMs immediately for notification and resolution.
Participate in training or development activities to improve own skills and knowledge.
Highlight potential process improvements to Team Leaders.
