Contact Center Advisor

Job Description

To provide full Contact Centre advisor support across all approved customer service channels while also serving as a specialized support resource for customers who have hearing impairment.

Responsibilities

• Provide normal Contact Centre customer support through calls and approved digital channels including email, social media, live chat, WhatsApp and other service platforms.
• Serve customers who have hearing impairment through sign language support, video support, chat or other approved accessible channels.
• Receive and respond to customer enquiries, requests and complaints in line with approved Contact Centre procedures and service standards.
• Support customers on account enquiries, card issues, mobile banking, internet banking, ATM, agency banking, failed transactions, product information and general banking services.
• Log all customer interactions, complaints and service requests accurately in the approved CRM or case management system.
• Troubleshoot customer issues and provide appropriate first-level resolutions where possible.
• Escalate unresolved or complex issues to relevant internal teams and follow up until closure within agreed SLA.
• Provide branch support where a customer with disability requires specialized communication support that is not available at branch level.
• Guide branch teams on how to connect customers to the centralized Deaf/PWD Support Desk when specialized support is required.
• Promote digital banking adoption by educating customers on benefits, features, security awareness, self-service options and safe usage.

Requirements

• Good knowledge of Contact Centre operations, customer service standards and customer complaint handling.
• Knowledge of banking products, services, and digital channels
• Ability to communicate professionally with customers across calls, chat, email, social media and video channels.
• Ability to support customers with special needs (who have hearing impairment) using sign language or approved accessible communication methods.
• Customer service call handling, service recovery, complaint management, problem solving, escalation follow-up and customer education.
• Ability to support outbound engagement, retention, sales leads, cross-selling and digital adoption initiatives where assigned.
• Ability to document issues, prepare simple reports, identify trends and recommend service improvements.

Qualifications

• Bachelor's degree in business administration, Banking, Finance, Accounting, Economics or any other related field.
• Professional certification or demonstrated capability in sign language is a must.
• Experience in handling inbound calls, outbound calls, complaints and customer follow-up activities preferably in banking or financial services will be an added advantage.