Specialist, CET

Provide excellent customer service by handling all inbound interactions in a professional manner and resolving queries and complaints to the satisfaction of the customers.

• Contribute to ensure call centre accessibility and SLA by adherence to the shifting and schedule assigned and answer calls timely.
• Ensure each inbound call interactions are handled in an accurate & professional manner as per guidelines and procedures to ensure customer satisfaction and mitigate risk.
• Manage engagement with Premium customers and ensure their queries are fulfilled. Appropriate engage and escalate to Relationship Manager to ensure customer issues are attended and resolved.
• Monitor social media for CBQ official pages in different channels, respond as per standard script and procedure within timeline. Escalate trending topics to Line manager to ensure they are properly attended to manage the Bank’s reputation.
• Handle queries and complaints to ensure quality of resolution within TAT.
• Providing accurate and complete information to customers.
• Perform cross sell, digital migration or other initiatives as required by Contact Centre management.
• Seek and promote feedback from customers via CSAT or survey for quality improvements.

• Immediately escalate potential risk issues or customer dissatisfaction to Team Leaders. Take ownership for all cases received to ensure resolution is provided timeline and proper escalation to RMs and CET Management for VVIP and Premium customers.
• Follow and abide the rules and regulations of the bank, CBIS and internal Contact Centre.
• Prepare and pass on in a timely manner all documentation relevant to the call for action by the unit/concerned department.
• Participate in training or development activities to improve own skills and knowledge.
• Highlight potential process improvements to Team Leaders.

Bachelor’s degree in business or equivalent.

2 years experience of similar role is required.