Our client is a Digital Bank who requiring the services of Customer Support Officers, to assist with resolving customer queries, recommending solutions, and guiding product users through features and functionalities
Manage incoming calls, e-mails, in-app notifications and chats according to set standards and performance metrics.
Ensure that inquiries are promptly resolved and provide assistance in any necessary escalation.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
Keep accurate records of customer interactions, process customer accounts and file documents in appropriate systems.
Follow communication procedures, guidelines and policies.
Identify and assess customers’ needs to provide the necessary information or solution to achieve satisfaction.
Build sustainable relationships and trust with customer accounts through open and interactive communication.
Observe the overall process and trends across customer contacts and identify improvement areas, assist with creating templates and updating guidelines.
Perform customer surveys when needed.
Call customers that have taken a loan to welcome as our client customers, ask for feedback on the mobile app and service and guide them through the repayment options.
Perform KYC checks for the lending process according to set guidelines.
Contact customers to request additional information or validate already provided information.
Reach out to customers that are late with their payments, providing instructions on how to repay the loan, offering payment arrangements and trying to achieve promise to pay.
Assist in fraud prevention and detection, documenting suspicious activity.
Previous experience with up to 5 years in a customer-facing role, familiar with its principles and practices.
Strong verbal and written communication skills in English.
Aptitude to learn and master processes and modern systems / technology for managing customer communication. Familiarity working with ticketing and CRM systems (Zendesk, Freshdesk, etc.) is an advantage.
Respectful of others, both customers and team members.
Problem solver. Must be capable of uncovering issues and resolving them quickly and effectively.
Can take charge in challenging situations and keep composure if things get tense.
Accurate and detail oriented.
Ability to adapt to changes with optimism.
Comfortable with open feedback culture, craving information and excited to learn new things.