Customer Service Representative

Job Purpose

• Handle all types if SRs logged in CRM queues.

• Fix the identified process and systems gaps and provide feedback to business units on knowledge gaps to help in training.

• Investigate all reopened cases in order to identify gaps for effective resolution.

• Assist RMs to all type’s requests assigned to them for effective resolution/TAT.

• Processing to all requests on BPM/Tracksoft with less errors.

Main Tasks

• Receive all types of SRs assigned to center.
• Investigates and identifies appropriate resolution
• Avoid escalations
• Proper Creation to all types of complaints
• Validation to resolved complaints
• Reduction in repeated complaints
• Knowledgeable with processes, products and policies which are offered primarily by Business Banking and the entire bank.
• Reduction in errors while performing transaction on BPM and Tracksoft
• Document the gaps identified in terms of knowledge, process or system and provide the feedback to respective units.
• Forward all requests received through emails from RMs and various internal departments.