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| POSITION DESCRIPTION | BANKING & FINANCE INDUSTRIES OCTOBER 2008 |
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Customer Service Representative - Telephone Banking |
| Position Code: | 149 | | Career Level: | 1 |
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Responsible for
Providing quality customer service on all Bank products and resolving satisfactorily and professionally all enquires and customer complaints. |
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Reports To
Team Leader - Telephone Banking. |
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Supervises
No Supervisory responsibilities. |
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Main Activities
Providing customer service on all bank products and services including account enquiries, funds transfer and account maintenance. Meeting agreed service levels to provide the highest standard of customer service.
Resolving customer complaints in a professional manner and investigating (and recommending) solutions to enable assurance to customers that problems will not re-occur.
Identifying processes that may be streamlined to increase productivity and provide quality customer service.
Providing feedback to team leaders on any issues that may jeopardise customer service.
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Key Skills
Excellent telephone skills
Ensures accuracy and quality of work and information which meets customer and staff expectations
Ability to guide and motivate individuals and a group to achieve desired outcomes
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Internal Contacts
Support staff. |
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External Contacts
Customers. |
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Typical Experience
Front line customer service officer experience. |
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