Customer Service Specialist

Job description

• A minimum of 1–2 years of customer service/contact centre experience.

• Good verbal and written communication skills.

• Experience in banking/financial services or fintech (advantageous).

• Experience in Web/App/WhatsApp chat (advantageous).

• AI and Data Analytics proficiency.

• Provide customer service on banking services and products through effective case management.

• Analyse and troubleshoot customer requests and queries according to company guidelines and scripts.

• Route calls to the appropriate department when necessary.

• Respond to customer requests via phone, chat, and email.

• Handle customer enquiries across all channels.

• Research required information using available resources.

• Manage and resolve customer complaints.

• Provide customers with product and service information.

• Capture new customer information.

• Identify and escalate priority issues.

• Follow up on customer calls when required.

• Document call information according to standard operating procedures.

• Complete call logs.

• Produce call reports.

Requirements

• Artificial Intelligence

• Calling Clients

• Customer Service

• Customer Support

• Handling Complaints

• Product Knowledge