[ref. l18541901] CEC Officer-Retention-Credit Cards- Customer Experience Center-Contact Centre Inbound

Job Description

CEC - Retention Officer- Credit cards

Job Role:

• Handling customer queries calls for Credit Cards Card Cancellation (L2 calls).
• Should have complete knowledge about Credit Card Process
• Adhering to agent-level Service Level Agreements (SLAs) specified by the process.
• Ensuring adherence to time schedules (Turn Around Time).
• Completing the logs specified by the process (End-of-day target).
• Adhering to Information Security norms and quality process norms.
• Staying updated and complying with any updates about the process.
• Acting on feedback given by Team Leader/Team Coach or Quality, or on coaching provided to the team as guidelines for improving performance.
• Providing inputs to improve work procedures that can enhance overall team performance.

Job Description:

• Graduate.
• At least 1-2 years of experience, with at least 6 months in a customer service role. Understanding of the call centre industry is an advantage.
• Excellent communication skills - Verbal & Written.
• Flexible to work 24/7 (For Females: 7 AM till 8 PM) including Sundays/holidays.
• Flexible to get scattered 8 Week Offs in a month with 9-hour shifts.
• Good listening skills and strong communication abilities.
• Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude and work with integrity.
• Team Player, collaborative, and self-motivated, including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers, and customers.