Customer Service Advisor – CBQ

–    Manage & Digitize incoming banking transaction traffic at Branches & Premium Banking Hubs
–    Build sustainable relationships and trust with customer through open and engaged communication model
–    Well presented in terms of manners, dress, turnout and client attitude.
–    Identify and assess client needs holistically at point of contact & deliver delightful experiences
–    Collect customer feedback on product ranges and new releases, as well as preparing reports, and work as client advocates with product teams to collaboratively deliver desired product / service solutions.
–    Generate sales leads at point of contact based on assessment of client needs.
–    Provide accurate, valid and complete information by using the right tools & process
–    Meet personal/customer service team sales targets and call handling quotas
–    Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
–    Follow communication procedures, guidelines and policies
–    Tracking customer experiences across online and offline channels.
–    Collaborating with other Retail teams to enhance customer services and brand awareness.
–    Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
–    Performing product tests, evaluating after-sales and support services, and facilitating improvements.
–    Documenting processes and logging technical issues, as well as customer compliments and complaints
–    Identifying customer needs and taking proactive steps to maintain positive experiences.
–    Developing feedback surveys
–    Scheduling in-person and video meetings with customers & prospects as and when needed.
–    Thinking of ways to show appreciation for loyal clients and improving overall brand experience