The Contact Centre Officer at I&M Bank is responsible for providing 24/7 customer support for queries, requests, and complaints through voice and digital channels in alignment with I&M Bank standards. The role involves managing multi-channel communications including inbound calls, social media platforms, emails, and outbound telemarketing campaigns, while maintaining high service delivery and customer satisfaction.
Key Responsibilities
Inbound Calls Handling: 24-7 customer support for Queries, Requests and Complaints channelled through Voice within the defined timelines and in line with the I&M Bank Standards.
Social Media Handling: 24-7 customer support for Queries, Requests and Complaints channelled through the I&M Social Media pages i.e., WhatsApp, Facebook, Twitter, YouTube, Instagram, and LinkedIn within the defined timelines and in line with the I&M Bank Standards.
Social Media Campaign Support: Responding to all engagements arising from the various I&M Digital campaigns within the defined timelines and in line with the I&M Service standards.
Email Handling: Responding to customer emails received from internal stakeholders and public mailboxes within stipulated Turnaround time and in line with I&M Service standards.
Telemarketing and Outbound Campaigns: Handling Telemarketing assignments to create awareness on Bank Offerings and Outbound Campaigns such as Care Calling, Customer Onboarding and Customer Feedback Collection.
Digital Channel Support: Support customers with any queries, requests, or complaints on the Bank’s Digital Banking channels i.e., Card and Online Banking (Mobile and Internet Banking) thus driving uptake, usage and digital channel satisfaction.
Reporting: Reporting and escalating any emerging trends or Customer Feedback emanating from our telephone, social media handles and e-mail engagements.
Key Performance Measures
Dropped Contact ratio.
Service Level Score.
Mystery Shopping Score.
Customer Satisfaction Score.
Quality Assurance Score.
Social Media and Email Handle Time.
Qualifications & Experience
Academic Qualifications: Business related degree holder from a recognized University (Min – 2nd class upper or equivalent).
Professional Qualifications: Banking qualifications desirable.
Work Experience: One-year continuous working at officer level in a customer service setting preferably in a financial institution with familiarity to the Contact Centre operations.
Experience in Contact Centre or banking industry.
Skills & Competencies
Customer Centric.
Excellent written and oral communication skills.
Strong collaboration skills.
Analytical and problem-solving skills.
Good interpersonal and rapport building skills.
Strong time management and organizational skills.
Risk Intelligence.
Self-driven, autonomous and result oriented individual.
Flexible and adaptable working approach.
Emotional Intelligent.
Ability to work independently, with minimal supervision.
