Job Description
Client Services Manager
Managing service needs of Business banking customers by providing best in class service standard.
- Acceptance and processing of non-financial request submitted by the customers and ensure end to end follow up.
- Manage mailbox and ensure agreed SLA’s are met.
- All emails on Retail inwards to be actioned on priority.
- Take the ownership on all issues/escalations raised to you and hold them to closure.
- One Call Resolution practice to be implemented during all your case resolution.
- All calls made should result in suitable resolutions.
- No customer emails to be missed and needs to be reverted within the agreed TAT.
- CRM registration of calls on daily basis.
- Internal customer’s (RM) SLA to be maintained.
- Introduce & educate customers on the use of Bank alternative Channels & new digital technologies.
- Ensure delivery of ‘superior customer service’ and ...