Customer Care Center Officer

Manages the over-all operations of the Customer Care Center (C3) and ensures that all systems necessary for efficient customer service delivery are in place. Oversees the issues and feedback received from internal and external clients and suggests improvements in policies and procedures for better customer service.
DUTIES & RESPONSIBILITIES:
Ensures that all KPIs of the C3 Inbound Department are met. (Service Level, Agent Productivity and Quality Metrics)
Coordinates with various units of the Bank to ensure that all Customer Care issues are handled properly. Makes sure that clients? concerns are met within approved Customer Care Center Operations parameters and turn-around-time.
Prepares and disseminates campaign information to ensure that Customer Care Center are knowledgeable about the Bank?s products and services.
Escalates items that are not within the authority of the group ensuring that all required information, to be able to act on the issue, is included or reported.
Escalates highly sensitive information or concerns which may result to fraud or any bank loss.
Monitors team performance. Evaluates call reviews received from Quality Assurance team Customer Care Center Team Lead to ensure that call handling standards are consistently met.
Suggests and prepares mechanics or promotions for Customer Service initiatives to ensure
SKILLS & QUALIFICATION
Graduate of any business course from a top university or college
With at least 3 years managing experience in customer service
People Management Skills
Very good decision making skills
Analytical and Problem Solving skills
Above average communication skills