Customer Experience Consultant

Education/Professional Qualifications, Skills & Experience:

• Banking and/or Contact Center Experience preferred
  
• Knowledge and understanding of bank products.
  
• Proven analytical skills
  
• Excellent communication skills
  
• Excellent Problem-solving skills
  
• Excellent interpersonal Skills
  
• Team player
  
• Proficiency in use of information technology
  
• Independent, objective and Self-motivated and can work with minimal supervision
  

• Handle incoming and outgoing interactions with customers professionally as per defined standards.
  
• Provide customers with product or service information.
  
• Handling customer complaints per defined procedures
  
• Record all customer interactions in eCRM or any other platform as may be required and track for resolution.
  
• Liaise with other departments or teams in resolving issues or providing specific information requested by the customer.
  
• Promptly escalate issues that require the attention of the Team Leader, Manager, or Head of Department
  
• Follow up on customer inquiries not immediately resolved.
  
• Promptly action customer requests to:
  • disable/block instruments/channels reported lost/stolen/damaged/compromised.
    
  • Re-order instruments.
    
• Conduct closure calls to obtain customer occurrence for resolved complaints.
  
• Stay updated on product knowledge, and be informed of any changes in services, products, policies, and procedures to ensure correct guidance to customers.
  
• Upsell and cross-sell products and services.
  
• Identify and recommend potential products or services to management by collecting customer feedback and analyzing customer needs.
  
• Administer the switchboard by receiving incoming calls from customers and staff.
  
• Attend and participate in divisional/ departmental meetings on team updates, new products, systems, and new processes.
  
• Perform other duties as assigned.