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Title
Text copied to clipboard!Contact Center Consultant
Description
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We are looking for a dedicated and customer-focused Contact Center Consultant to join our team at Keystone Bank Ltd. In this role, you will be the first point of contact for our customers, providing them with exceptional service and support. You will handle a variety of customer inquiries, ranging from account information and transaction details to product and service inquiries. Your ability to communicate effectively, solve problems efficiently, and maintain a positive attitude will be crucial in ensuring customer satisfaction and loyalty. As a Contact Center Consultant, you will also be responsible for identifying opportunities to improve our services and processes, contributing to the overall success of the bank. You will work closely with other team members and departments to ensure a seamless customer experience. This role requires a high level of professionalism, attention to detail, and the ability to work in a fast-paced environment. If you are passionate about helping others and have a strong background in customer service, we encourage you to apply for this exciting opportunity at Keystone Bank Ltd.
Responsibilities
Text copied to clipboard!- Handle inbound and outbound customer calls in a professional manner.
- Provide accurate information about bank products and services.
- Resolve customer complaints and issues efficiently.
- Assist customers with account inquiries and transactions.
- Identify and escalate complex issues to the appropriate department.
- Maintain detailed and accurate records of customer interactions.
- Follow up with customers to ensure their issues are resolved.
- Promote bank products and services to meet customer needs.
- Adhere to all bank policies and procedures.
- Participate in training and development programs.
- Collaborate with team members to improve customer service processes.
- Meet performance targets and goals.
- Provide feedback to management on customer trends and issues.
- Ensure customer confidentiality and data protection.
- Stay updated on bank products, services, and promotions.
Requirements
Text copied to clipboard!- High school diploma or equivalent; college degree preferred.
- Minimum of 2 years of experience in a customer service role.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities.
- Ability to work in a fast-paced environment.
- Proficiency in using computer systems and software.
- Attention to detail and accuracy.
- Ability to handle stressful situations calmly.
- Strong organizational skills.
- Ability to work flexible hours, including weekends and holidays.
- Knowledge of banking products and services is a plus.
- Ability to work independently and as part of a team.
- Positive attitude and a willingness to learn.
- Professional appearance and demeanor.
- Fluency in multiple languages is an advantage.
Potential interview questions
Text copied to clipboard!- Can you describe a time when you resolved a difficult customer issue?
- How do you handle stressful situations?
- What strategies do you use to stay organized?
- Can you provide an example of how you promoted a product or service to a customer?
- How do you ensure accuracy in your work?
- What do you know about Keystone Bank Ltd. and our services?
- How do you stay updated on industry trends and changes?
- Can you describe a time when you worked as part of a team to achieve a goal?
- How do you handle multiple tasks and prioritize your work?
- What motivates you to provide excellent customer service?
