Customer Care Specialist; Call Center

To drive call center performance through outbound and inbound calls in accordance with call center policies and procedures.

• Handle inbound and outbound calls according to procedures, guidelines, and schedules.
• Proactively offer customers to register for IVR and SMS services.
• Escalate customer queries and complaints as necessary.
• Follow up with customers via telephone or email after initial sales contact.
• Explain products, services, and prices, answering all customer questions.
• Maintain politeness and courtesy at all times.
• Obtain customer information such as name, address, contact details, and enter orders into the computer system.
• Keep accurate data on all tasks performed as per defined format and secure and file customer documents accordingly.
• Initiate outbound calls to new-to-bank (NTB) prospects and existing bank customers.
• Meet or exceed daily, weekly, and monthly sales targets set by management.
• Proactively cross‑sell and upsell various bank products to qualifying customers.
• Escalate potential hazard or risk immediately via the proper channels.

Required to work on shifts, 6 days a week, including overtime and additional tasks as necessary.

• Strong communication skills.
• Ability to interact with customers at all levels.
• Basic mathematical computation ability.
• Good working knowledge of Microsoft Office.