Job Description

Job Category: NES Job Group
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Job Purpose
Deliver exceptional service to internal and external customers via phone (inbound, outbound, and call-back), chat, and email.
Understand customer banking needs and provide accurate information and solutions.
Ensure customer satisfaction and loyalty through prompt and professional service.
Resolve customer issues across multiple channels (telephone, email, live chat) with end-to-end follow-up.
Promote and migrate customers to digital banking channels.
Identify and convert sales opportunities to meet financial targets.
Explain banking procedures and products clearly over the phone.
Capture and report customer feedback for continuous improvement of products and services.
Key Result Areas
Achieve KPIs related to Adherence, CRD (Call Resolution Duration), AHT (Average Handling Time), Quality Score, Post-Call Survey Results, and Net Promoter Score (NPS).
Additional Responsibilities
Operate within a call centre environment, adhering to bank guidelines and Direct Banking Center standards.
Provide accurate information on retail and international banking products and services.
Perform root cause analysis and process reversals of charges/fees when necessary.
Knowledge, Skills & Experience
University Graduate (preferably with finance, banking, or mathematics background).
1-3 years in customer service or banking (experience in international banking is a must).
Strong customer focus and interpersonal skills.
Excellent communication skills in English and Urdu/Hindi.
Computer literacy is essential.
Active listening and problem-solving abilities.
Ability to work full-time from office.
Flexibility to work in 24x7 rotational shifts.

Skills Required