| Job Location | Karachi, Pakistan |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Other Business Support Services |
| Functional Area | Not Mentioned |
Contact Center Agent-(2300021014)Job:Retail BankingPrimary Location:Africa & Middle East-Pakistan-KarachiSchedule:Full-timeEmployee Status:PermanentPosting Date:05/Dec/2023, 11:31:50 AMUnposting Date:15/Dec/2023, 11:59:00 PMResponsible˙?For handling inbound calls, providing end to end solutions to clients?To ensure all client enquires, service request and complaints are handled as per defined processes.?Expected to provide input on any?To be updated with all contact center process and policies and bank product information.Strategy*?Supporting the client on any client-initiated needs?Delivering on transactions, service requests, mobile/online training?Fulfill all service needs with maximum first call resolution?Co-browse with the Client in order to assist in resolving issues?Ability to solve problems and close issues without handing over?Educate and steer clients for interactions with the bank via online?Educate and conduct initial set up for online, ATMs etc where required?Suggest solutions Client might potentially need using analytics triggered next-best-conversation;?Perform a needs analysis with Clients on receiving calls˙All of the above require basic product knowledge (PL, CASA. CC, etc).Business*?To handle inbound calls from all Personal Clients (NTB, ETB) regarding sales, service or transaction requests; fulfill clients? needs within the same interaction as much as possible?To handle a minimum call per shift as per their approved score card, depending upon the floor situation?To increase the IVR utilization of the unit tying into all unit goals?To increase the digital service utilization?To meet all the service standards / indicators of 100% courtesy & accuracy?To complete any post call processing necessary to resolve client queries or problems?To achieve standards already established for call handling?To ensure adherence to the assigned shift schedule. For shift swipe with other CCE, prior approval from respective TL / FM is required?CCE to provide first time resolution to client & also use the empowerment grid during the call as & when required?To ensure performance as per Scorecard & maintain proper attendance all times?To convert opportunity of sales to enhance and strengthen client relations to deliver revenue?Probe & identify financial needs on service calls & pitch relevant solutions in line with Client charter?To convert opportunity of sales to enhance and strengthen client relations to deliver revenue
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