Deskripsi Pekerjaan
Join Security Bank as a Universal Customer Service Representative and be the face of our commitment to excellence. In this pivotal role, you will manage customer interactions across a diverse array of channels including phone calls, emails, live chats, and social media platforms. We pride ourselves on delivering 24x7 support, ensuring that every client inquiry is resolved with empathy and efficiency. You will handle a high volume of requests, requiring a blend of technical knowledge and soft skills to troubleshoot issues and provide superior service. This is an excellent opportunity for individuals looking to grow their career in a dynamic banking environment while honing their problem-solving abilities. As a key member of our contact center team, you will be responsible for maintaining high standards of service quality while navigating complex banking products. Your ability to adapt to a fast-paced 24/7 environment will be essential as you manage peak call volumes and ensure no customer is left waiting. We are looking for a proactive individual who can identify customer needs and provide appropriate solutions, transforming potential complaints into positive experiences. By representing the Security Bank brand with integrity and professionalism, you will play a vital role in building long-term customer loyalty. Join us in making a difference every day.
Tanggung Jawab
- Handle inbound and outbound calls with a focus on quality assurance and customer satisfaction.
- Manage email correspondence and live chat inquiries promptly and accurately.
- Resolve customer issues and queries using established policies and procedures.
- Identify customer needs and provide appropriate solutions or escalate when necessary.
- Maintain accurate records of customer interactions in the CRM system.
- Collaborate with internal teams to improve service processes and products.
- Adapt to a fast-paced 24/7 environment and handle peak hours effectively.
Kualifikasi
- Bachelor's degree in any field or equivalent work experience.
- Excellent verbal and written communication skills in English.
- Strong computer literacy and familiarity with CRM software.
- Ability to multitask and prioritize tasks under pressure.
- Customer-oriented mindset with a proactive approach to problem-solving.
- High school diploma is required; additional certifications in customer service are a plus.
- Willingness to work in shifts, including nights and weekends.