Customer Service Officer.MGN Pak - CXC - Direct Banking Centre.Client Experience and Conduct Gr[...]

Customer Service Officer.MGN Pak - CXC - Direct Banking Centre.Client Experience and Conduct Group-PAKCOE

Pakistan (Fulltime office (FTO))

Job Description

Job Purpose: To delight internal and external customers over the phone (inbound & outbound call back).

• Interact with customers over the phone, chat, and email to understand their banking needs.
• Provide excellent customer service to achieve customer loyalty.
• Resolve problems over live chat, email, or telephone.
• Convert sales opportunities to meet financial targets.
• Clarify and explain procedures and products over the telephone.
• Capture and report customer feedback toward continual product development.

Key Result Areas

• Achieve required KPIs: Adherence, CRD, AHT, Quality score, post‑call survey, and NPS.
• Operate in a Call Centre environment with telephone interface to customers.
• Adhere to ...