Customer Service Representative
ARY Services (Pvt)
Total years of experience :7 years, 4 Months
Job Description
● Provide quality service to the customers, staff, local & foreign clients and PRI-SBP via calls & emails through Remittance Service Centre (Phone Banking Channel) by Leading, Controlling, and Managing. Organizing work flow with team members.
● Monitor all service standards, quality parameters, strong follow-ups on all calls & emails.
● Update the team on all latest products, policy, processes and procedures.
● Compilation/Monitoring of daily MIS/ Reports of the cases received on emails and calls within the working capacity.
● Ensuring consistency of service.
● Ensure that all customer problems & queries get resolve in the minimum possible time frame.
● Identifies process gaps and loopholes and work towards streamlining customer handling process.
Coordinating with other PRI banks to make sure the transactions from HBL are credited to the beneficiaries’ account.
Job Description
Inbound calls handling with the Benchmark of quality
Maintenance on Credit cards \[With high vigilance verification parameters\]
● Activation/Deactivation
● Blocking/Unblocking
● Taking Bill payments from customer accounts
● Service Activation/De-Act for Credit card Electronic Payments (Internet or web)
● Personal Data changing request from customer
Maintenance on Debit cards \[With high vigilance verification parameters\]
● Activation/Deactivation
● Blocking/Unblocking
● Complaint Handling for customer FCR for both(Credit/Debit Card)
● Email escalations and follow up for urgent resolutions
● Providing on-seat training for new comers
Support Team leaders in daily MIS or Team performance reporting
Lead Team members in the absences for Team leader
Escalate fraudulent suspects details to Fraudulent Risk Management Unit
Arrange Team Meetings with TL or Manager
Call evaluation and providing feedback for better performance of Team members
Giving extra support on floor in city crises situation or weather conditions
Job Description
● Inbound calls handling with the Benchmark of quality
● Maintenance on GSM SIM \[With high vigilance verification parameters\]
● Activation/Deactivation
● Blocking/Unblocking
● Up-sell Company products to the customer
● Taking Bill payments from customer accounts
● Complaint Handling for customer FCR
● Email escalations and follow up for urgent resolutions
● Providing on-seat training for new comers
● Support Team leaders in daily MIS or Team performance reporting
● Lead Team members in the absences for Team leader
● Arrange Team Meetings with TL or Manager
● Call evaluation and providing feedback for better performance of Team members
● Giving extra support on floor in city crises situation or weather conditions