| Eligibility Criteria: |
Minimum Qualifications:
Minimum Experience:
§ Minimum 01-year Contact Center/Banking Industry experience is required
Job Specific Skills:
- Having basic knowledge of customer services
- Must be able to perform tasks and provide responses within defined timelines.
Behavioral Skills:
- Good Communication Skills in English & Urdu
- Command and fluency in Urdu & English languages.
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| Key Responsibilities: |
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- A Customer Care Officer is required to handle customer query within the standard time. The response rate/ target should be maintained as defined by the management
- Response quality as per defined standards. Also ensuring that Courtesy and Accuracy targets are met
- Monitoring and following up with the concerned department who are responsible to resolve complaints and to close the same on Complaint Management & Tracking System.
- To highlight issues/problems/queries faced during complaint resolution to their respective team supervisors/ managers.
- To interact with the customers through suitable medium of communication as and when directed.
- To timely complete any additional tasks / initiatives assigned besides the routine daily day tasks.
- Attendance, Punctuality and manned minutes are completed to achieve the productivity target
- To escalate and follow-up on unresolved/ Open beyond TAT cases as per agreed escalation matrix.
- To make acknowledgement, follow up/interim calls to the customers.
- Recognize that all customer and company information is confidential and proprietary and is provided to you for the exclusive purpose of servicing customer requests; any other use of this information is prohibited. Confidential and proprietary information may not be copied, reproduced, or disseminated in any way.
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