Call Center Interns

Department : Commercial

Reports To : Call Center Supervisor

SUMMARY

Enhances Customers’ access to the bank through a clearly defined point of contact. Enhances service delivery standards across the bank through direct customer feedback, guidance on decision to buy our product, advise, escalation and resolution. Identifies service improvement opportunities through customer interactions and feedback.

Essential Duties and Responsibilities: include the following:

• Handles all customer interactions via multiple channels including phone calls (hotline)
• Handles all requests from branches on operational issues and challenges by promptly following up on concerned Departments for processing/resolution
• Handles product enquiries and provides insights to business/marketing initiatives based on customer interactions.
• Sell Company products to potential customers and convince them to access the products, like Loans, Account opening and maintenance, Mobile Banking etc.
• Sells additional services by recognizing opportunities like accounts opening, loans etc. explaining new features.
• Maintains call center database by entering information into the CRM system.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

EDUCATION AND EXPERIENCE

• Advanced Diploma or Bachelor Degree in any related field
• Experience to work in call center.
• Must be energetic and able to work with minimum supervision

Call Center Interns enhances Customers’ access to the bank through a clearly defined point of contact