Contact Center Agent Job Vacancy at I&M Bank (T) Limited

Job Purpose

·       Engage with customers through key touchpoints including calls, email, WhatsApp banking, and social media, addressing inquiries, providing information on products and services, resolving issues, and collecting feedback.

·       Enhance customer value, build loyalty, and support sales growth by delivering exceptional, customer-focused service.

·       Key tasks include cross-selling, upselling, collaborating with other departments, capturing accurate data, and handling escalations to ensure service excellence.

·       Support continuous improvement in customer service processes and contribute to innovative solutions to enhance customer experience.

Key Responsibilities/Tasks

·       Handle customer interactions across channels (phone, email, and social media), resolving issues, addressing inquiries, providing product/service information, and gathering feedback.

·       Educate and inform customers about bank products and services to foster engagement and loyalty.

·       Cross-sell and upsell products by identifying additional service opportunities that meet customer needs, in collaboration with sales and marketing teams.

·       Build positive relationships with customers to increase loyalty, engagement, and long-term value.

·       Share customer insights across departments to support a customer-centric approach in bank operations.

·       Ensure quality service across all bank products, consistently applying a customer-first attitude and supporting process improvements for better efficiency.

·       Contribute to customer experience enhancement by supporting feedback systems, capturing data accurately, and suggesting process improvements where applicable.

Risk Management:

·       Adhere to internal protocols to minimize risks in customer interactions.

·       Ensure data accuracy in customer records, supporting secure and reliable data handling.

·       Follow established procedures for handling complaints and escalations, ensuring timely resolution for high-impact issues.

Audit & Compliance

·       Ensure that all interactions comply with the bank’s guidelines, regulatory standards, and data protection policies.

·       Follow set procedures in complaint and escalation handling to meet compliance standards and support audit requirements.

Reporting:

·       Track key performance indicators (KPIs) related to customer satisfaction, response times, and service quality.

·       Provide regular input on customer service trends and areas for improvement to support data-driven decision-making.

·       Administration:

·       Maintain accurate records of all customer interactions, escalations, and resolutions to ensure proper documentation and traceability.

·       Support crisis management efforts by following procedures for handling high-pressure customer situations effectively.

Skills, Knowledge, and Abilities

·       Strong verbal and written communication skills.

·       Passion for providing excellent customer service and a positive attitude.

·       Effective problem-solving skills and decision-making ability.

·       Team player with strong collaboration skills and adaptability.

·       Ability to recognize cross-sell and upsell opportunities.

·       Self-motivated and proactive with strong time management skills.

·       Resilient and customer-focused mindset with a drive for results.

Academic / Professional Qualifications

·       Bachelor’s degree in business administration, Accounting, Finance, or a related field.

Working Experience Required

·       Minimum of 1 year in a customer-facing role or related experience.