Customer Care Specialist (Call Center)
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Key skills for this role
About the Role
Handle inbound and outbound calls, provide customer service, meet sales targets, and possess strong communication skills and product knowledge.
Key Skills for This Role
Responsibilities
- Handle inbound and outbound calls according to procedures, guidelines, and schedules
- Proactively offer customers to register IVR and SMS service according to procedures and guidelines
- Escalate customer queries and complaints as necessary
- Follow up with customers via telephone or email following initial sales contact
- Explain products or services and prices, and answer all customer questions
- Obtain customer information such as name, address, and reactions of prospects contacted; enter orders into computers
- Keep accurate data on all tasks performed as per defined format
- Keep customer documents secured and filed accordingly
- Initiate outbound calls to NTB (New to Bank) prospect customers as well as existing bank customers
- Meet or exceed daily, weekly, and monthly sales targets set by management
- Proactively cross sell and up sell various bank products to customers or callers that qualify
- Escalate hazard/potential risk immediately via proper channels
Requirements
- Experience in call center or customer service
- Ability to meet daily, weekly, and monthly sales targets
- Strong communication and interpersonal skills
- Ability to cross sell and up sell bank products
Full Job Posting
Role Overview
- Drive call center performance through outbound and inbound calls in accordance with call center policies and procedures.
Responsibilities
- Handle inbound & outbound calls according to procedures, guidelines, and schedules set by organization, call center.
- Proactively offer customer to register IVR and SMS service according to procedures and guidelines.
- Escalate customer queries and complaints as necessary.
- Follows up with customer via telephone or email following initial sales contact.
- Explain products or services and prices, and answer all the customers questions.
- Polite and courteous when dealing with customers all the time.
- Obtain customer information such as name, address, and reactions of prospects contacted; enter orders into computers.
- Keep accurate data on all tasks performed as per defined format.
- Keep customer documents secured and filed accordingly.
- Initiate outbound calls to NTB (New to Bank) prospect customers as well as existing BANK customers.
- Meet or exceed the daily, weekly, and monthly sales targets set by the Management.
- Proactively cross sell and up sell the various bank products to customers or caller that qualify.
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