Customer Service Representative

Ila Bank

To answer all ila Bank customer queries by delivering exception levels of customer experience and satisfaction. Using all the tools and resources available, striving to resolve all customer enquiries on first call (FCR).

Develop and maintain excellent working relationships with the required areas within ila Bank and AFS to ensure the expected levels of Customer Experience, Quality and SLAs are met or exceeded.

Work within the customer services team to deliver a closed loop continuous improvement approach to servicing ila customers & striving to constantly be better.

Principal Responsibilities, Accountabilities and Deliverables of Role:

• Responsible for the ila Bank Customer Service Contact Centre (CSCC) delivery to the agreed levels of Customer Experience for all customers on any given shift.
• Answering communications from customers professionally and responding to customer inquiries and complaints.
• To ensure customers queries are answered with the aim of a first-time resolution.
• To ensure that other queries are responded to within our agreed response time and SLAs.
• To ensure the best Customer Service experience is given to all customers regardless of communication channel.
• To achieve KPI s whilst maintaining excellent quality.
• To handle customers in both inbound and outbound across different platforms, including Social Media, Email, Live Chat and Telephone.
• You will work with your colleagues across Customer Service to identify and highlight trends in any customer queries and feed this to the management team.
• Researching required information using available resources to support resolving Customer requests.
• Handling and resolving customer complaints regarding product sales to customer service problems.
• Providing customers with the organisation s service and product information.
• Processing forms, cases, and applications requested by the customers.
• Identifying, escalating priority issues and reporting to CSCC management.
• Following up complicated customer calls where required.
• Completing call notes and call reports as necessary and updating them in the CRM.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Recording details of comments, inquiries, complaints, and actions taken.
• Managing administration, communicating and coordinating with internal departments.
• Other duties as assigned.