About this role
Responsibilities
- Serve customers visiting the branch in accordance with established SOPs.
- Handle customer inquiries and requests through multiple channels, including live chat, email, and phone calls.
- Address customer complaints, provide appropriate solutions, and explain Bank Amar’s products and services.
- Document customer complaints and requests accurately.
- Conduct customer identity verification through video calls in accordance with applicable SOPs and regulations.
- Identify suspicious activities or potential fraud, perform additional checks when necessary, and escalate findings to the supervisor or Fraud Investigation Unit.
- Identify technical issues during video call verification and escalate them when necessary.
- Provide backup support to other Customer Service Representatives (CSRs) as assigned.
- Perform other customer service-related duties as assigned by the direct supervisor.
Requirements
- Minimum Bachelor’s degree (S1); Minimum 1 year of experience in customer service or call center roles, preferably in banking, fintech, or e-commerce.
- Experienced in handling customer inquiries through multiple channels, including live chat, email, and phone calls.
- Willing to work in shifts (24/7).
- Good administrative skills and attention to detail.
- Customer-oriented with strong communication skills.
- Good problem-solving skills and the ability to handle customer objections.
- Able to identify suspicious activities and escalate concerns appropriately.