Job Description
BRIEF DESCRIPTION
First level support for general inquiries and customer support, including:
- Inbound voice servicing for prospective and existing customers
- Maturity date, Yield rate, transfer money from one account to another
- How to link a new account and how to use virtual platform
- How to apply / Benefits
SECOND LEVEL SUPPORT FOR GENERAL INQUIRIES AND TASK WORK:
- High risk customer service and handle complaints and advance if required
- Technical queue
ABILITY TO DEAL WITH SPECIFIC INBOUND/OUTBOUND CALLS FROM CUSTOMERS
Ability to provide solutions to customers and negotiate with outstanding debt
RECOGNIZE INDIVIDUAL CUSTOMER SERVICE NEEDS AND RESOLVE THEIR ENQUIRY
Provide resolutions to avoid customers having to call again, or have the call transferred
Excellent customer service, negotiation and interpersonal skills with the ability to recognize and support the specific needs of the most vulnerable customers
Maintain and update customer related information systems to ensure that our client hold accurate records; collecting and accessing appropriate information relevant to your call type
Keen to progress to other levels and will consistently self-assess your own performance against agreed targets by working closely with your manager
Work effectively as part of a team, recognizing how teams can deliver great results
RESPONSIBILITIES INCLUDE
- Being a member large number of Deposits Advisers with Genpact. You will respond to customers through a variety of channels including telephone (both inbound and outbound), internet chat and written correspondence as appropriate.
- You will be encouraged to acquire detailed knowledge of product ranges and sales skills to enable them to provide service perfection and progress with sales opportunities when appropriate.
- We will empower you to provide excellent level of customer service, pro-actively serve customers across their product portfolio, cross-sell additional products and resolve a wide range of common, customer enquiries across the product range.
- You will follow clear instructions and guidelines to resolve customer enquiries at first point of contact. These guidelines will also prompt the agent to promote and sell appropriate products, including insurance-based products.
- Training is given to enable you to establish trust and provide appropriate solutions for the customer. Constant monitoring, mentoring and development will be given to the Customer Service Adviser to ensure continuous improvement.
- You will collaborate with colleagues across multiple departments in order to provide a high-quality service to customers