Job Title
Officer Customer Care
Business Unit
Virtual Care
Reporting To
Team Manager
Job Function and Role Type
Service, Individual Contributor
Version No
1.0
Job Purpose
Ensure delivery of consistent, competent service to enhance customer experience. Meet productivity, quality, and compliance standards while resolving customer requests within defined TATs.
Key Responsibilities
Customer Interaction & Query/Complaints Management
Handle inbound calls for product and process queries.
Resolve billing, payment, and account statement issues.
Process financial transactions like deposits and fund transfers.
Log complaints and follow up for resolution.
Call Quality
Achieve defined call quality and resolution benchmarks.
Ensure First Call Resolution for 90% of non-complaint calls.
Meet KAT and E-process score targets.
Audit & Process Compliance
Adhere to audit and process requirements.
Log customer requests accurately and error-free.
Update interactions in CRM systems as per guidelines.
Schedule Adherence & Service Productivity Standards
Meet defined service productivity standards.
Adhere to schedules and maintain login times.
Other Operational Activities
Maintain accurate records and attendance.
Stay updated on product and process knowledge.
Comply with audit and shift adherence requirements.
Education:
Graduate.
Certifications:
None specified.
Key Competencies
Team spirit, interpersonal skills, communication, proactive approach, banking product knowledge.
Major Stakeholders
Customers, internal departments for complaint resolution.
