As an Inbound, Support Center Agent - you are responsible for:
- Being the first point of contact of our Bank.
- Handling customers inquiries, requests & complaints via inbound calls, Facebook chat, and email.
- Identifying and analyzing customers needs to give tailored solutions.
- Discovering customers financial needs to have a suitable recommendation.
- Monitor detection systems (VRM) and ensure that all cases are attended to urgently after being created. By blocking the card, take proper action to prevent further fraudulent transactions on the credit/debit card account.
- Work closely with stakeholders team to provide requirements on Contact Center digitalization/ execute testing/ understand new products/processes.
- Adapt to changes in system/service and keep all team members informed of changes in policies, procedures, product updates, and customer campaigns.
- Reporting directly to the Inbound Team leader
Requirements:
- Bachelor's Degree in Banking/Finance/Business with approximately 0-2 years of relevant experiences with Contact Center.
- Know the Banking/Fintech sector
- Experience in digital service channels including live chat, email, social care
- Fresh graduates in any discipline are strongly encouraged to apply as intensive training will be provided.
- Good in English (Reading & Writing).
- Knowledge of banking products and services are preferred.
- Working knowledge of Contact Center processes and systems
- Open minded and digital mindset is preferred
- Work on a flexible shift (24/7 - including) with 40 hours per week schedule. Specific job assignments may require day, evening, weekend, or holiday hours. Occasional overtime may be required.
- Have good health and passion for helping and servicing.
