Job Description
Why join us?
To continuously provide high quality processing GLCM Digital services to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA’s).Other responsibilities dependent on process assigned to (e.g. project implementations, system maintenance, infrastructure development). Receives customer calls and Emails in a call center environment. Responsible for relationship building and account management while resolving customer inquiries in a professional manner. Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution.
What you’ll do:
- Respond promptly to time sensitive and often high value queries, and escalations from both other departments and direct from clients.
- Provide excellent client management support, improve client engagement and resolve the majority of client enquires at the first point of contact.
- Demonstrate a sound knowledge of the payment industry and its associated processes and systems.
- Assistance in the retention the client and respond positively increasing the likelihood of new business from the client.
- Complaints handling - This role is part of a key function for CMB, being a crucial opportunity to re-engage dissatisfied customer and to manage and solve end to end complaint process. (Logging, Investigation, Resolution)
- Work productively, professionally and demonstrate ways to improve customer service.
- Regularly contributes to professional and supportive work environment by building a professional, trusted relationships with other Team members and colleagues in all areas
- Meet targets on productivity and accuracy as per the targets and metrics defined for the process and ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.