Requirements:
Education
Minimum Diploma 3/Diploma 4/Bachelor's Degree in any major
Experience
Experience in online or offline service (English)
Experience in a Call Center/Banking experience is a plus
Communication Skills
Oral Communication Skills: Telephone communication, clear, friendly, and effective speaking skills.
Good Listening Skills: Able to carefully understand customer problems or questions and provide appropriate solutions.
Knowledge of Banking Products and Services
Banking Products: Understanding of banking products and services such as savings, deposits, loans, credit cards, and mobile banking services.
Technology and Computer Skills
Use of Call Center Systems: Familiarity with call center software and CRM (Customer Relationship Management).
Problem-Solving Skills
Analytical: Able to quickly analyze customer problems or complaints and provide appropriate solutions.
Creativity in Problem-Solving: Providing solutions that are not only fast but also targeted to customer satisfaction.
Attitude and Personality
Patience and Diligence: Dealing with a variety of customers with patience and a calm demeanor.
- Empathy and Friendliness: Able to understand customer situations and provide good service with a friendly attitude.
Multitasking: Able to handle more than one task simultaneously, such as listening to complaints while entering data into the system.
Work Hours and Readiness
Work Shifts: Many banking call centers operate 24/7, so employees must be prepared to work flexible schedules, including nights and holidays.
- Ability to Work Under Pressure: Able to work well even in busy situations and under pressure, as call centers often handle many calls simultaneously.
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Job Description for a Banking Inbound Call Center:
Receive incoming calls from customers to provide information about banking products, transactions, balances, and other services.
- Handle customer complaints efficiently and effectively, resolving issues quickly and accurately.
- Provide information about promotions or new banking products.
- Update customer information in the system in accordance with applicable procedures.
- Assisting with transactions or providing guidance on using digital banking services (mobile banking, ATMs, etc.).
- Cross-selling offers multiple products to customers (Unlimited sales incentives available)