Business Development Officer
Rak Insurance
Total years of experience :6 years, 6 Months
• To identify the sales opportunities and to pitch the product and services to new clients
• To maintain a good working and customer service relationship with the new and existing clients
• Target Oriented
• To manage day-to-day operations of the contact center to ensure that all contact center agents activities are managed and directed efficiently to meet the required service standards & provide management with regular & comprehensive reports, feedback & deliver superior services to existing and potential customers.
• Delivery on key metric on a daily basis including target and performance management by following contact center productivity standards.
• Operational management of team & shift scheduling.
• Working as a contact center agent at the time of crisis and high calls volume.
• Cross selling & maximizing the conversion of incoming calls to business opportunities.
• Review all daily, weekly and monthly agents report and taking all corrective actions.
• Accurate and timely MIS & feedback reporting Team training, development, coaching, counselling call monitoring, quality assurance, scripting, complaint handling & problems resolutions.
• Follow up on customer requests & deliver as promised.
• Ensure strict adherence to laid down process to avoid delay, errors, irregularities and risks inorder to improve service standards on continuous basis to support the banks quality initiatives and to improve customer satisfaction.
• Ensure all operational and sales activities are in full compliance with both internal and external regulatory and compliance requirements.
• Drive the performance of the call center by identifying and instilling best practice, process and systems and create a continuous improvement environment.
• To train the newly hired call center agents belonging to different nationalities for banking product and process.
• To train the existing agents for new products and change in process if any.
• To train agents on service to sales.
• To create training contents
• To maintain and handle the records for the training provided.
• To provide weekly and monthly training reports to the management and clients.
• To provide non-process training to all the staff in the organization.
• Worked on a project based on priority banking support also handled customer emails and checker in 0% IPP requests
• Delivering a high level of service through identifying relationship opportunities; matching appropriate products to customer needs; performing account maintenance inquiries; and migrating customers to alternative banking solutions.
• Investigating and resolving a wide variety of issues and requests to include probing for additional information from customers
• Recognize customer needs and opportunities, dealing with customer relevant queries, complaints and request for information on products and services.
• Ability to maintain basic knowledge of products, pricing, promotions, procedures, and other important issues, Create awareness of products and services.
• Identify cross-sell opportunities during customer interaction and consistently deliver quality service to our customers to achieve total customer satisfaction.
• Deliver accurate, quick and efficient customer service by performing standard debit, credit and product transactions while maintaining a balance between transaction time and customer need.
• Refer customers to appropriate staff for product sales or problem resolution.
• Accurately present account information in accordance with knowledge of bank products.
• Ability to handle multiple tasks and solve customer queries efficiently & Highly initiative to manage a busy workload without close supervision
• Demonstrates integrity and commitment to customer satisfaction and a passion for excellence while servicing customers
Educational Qualification