Job Description

A reputable Financial Institution with branches across the country requires the services of confident and performance oriented professionals to be employed as Call Center Representatives.

Responsibilities

• Manage inbound and outbound customer calls in a timely manner
• Identify customer questions, complaints, concerns, and overall needs
• Provide sufficient answers and solutions to all customer queries
• Handle customer complaints respectfully and professionally
• Redirect customers to appropriate departments and teams when appropriate
• Recommend products or services that may better suit clients’ needs and identify potential sales opportunities
• Ensure all voicemails are answered immediately
• Maintain professional relationships with customers through ongoing excellent customer service
• Follow up with callers on complaint/question status, ensure resolution
• Collaborate with call center team members, sales team members, and other company departments to ensure overall customer and product satisfaction
• Follow all communication procedures, policies, and guidelines during every customer interaction
• Perform duties and responsibilities with our customers’ satisfaction as your number one priority

Required Skills or Experience

• A tertiary degree
• Excellent knowledge of banking and finance industry
• Previous experience with FMCG or Telecommunication company
• Customer service experience preferred
• Familiarity with CRM technology

Special Skills

• Strong phone and verbal communication skills 
• Excellent listener
• Adaptable to different personality types
• Ability to multi-task, set priorities and manage time effectively