Specialist, Contact Centre, Consumer Banking

Business Function

Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibilities

Provide exceptional customer service and support to clients through effective communication and problem-solving skills
Handle a diverse range of customer inquiries, requests, and complaints in a professional and efficient manner
Collaborate with cross-functional teams to ensure seamless service delivery and customer satisfaction
Continuously enhance product and service knowledge to provide accurate and up-to-date information to customers
Identify and escalate complex issues to the appropriate teams for resolution
Maintain accurate records and documentation of customer interactions
Contribute to the development and implementation of process improvements and best practices within the contact center

Requirements

Minimum 3 years of experience in a customer service or contact center role
Strong communication and interpersonal skills with the ability to interact with customers from diverse backgrounds
Excellent problem-solving and decision-making abilities
Proficient in using various customer service tools and technologies
Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
Commitment to providing exceptional customer service and a positive attitude
Ability to work collaboratively with cross-functional teams
The hiring process for this role is subject to the Mandatory Reference Checking Scheme.

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

We regret only shortlisted candidates will be notified.