Customer Service Officer

Customer Service Officer


Customer Service Officer

Detalles de la oferta

Requisition ID: 29246

Thank you for your interest in GSGlobales

Our group has a strong commitment to promoting a workplace where you feel supported by your supervisors, in a way that ensures your success and that of each customer.

The customer service agent provides quality service to internal and external customers by providing prompt, accurate and professional resolution to telephone, online and written inquiries through effective use of the Customer Experience Model. He/she acts as an expert and is accountable for the full service delivery of multiple retail products to both customers and the branch network, and for promoting and selling the alternate delivery channels to all customers.

The Customer Service Agent is also responsible for:

:First Call Resolution
:Deepening/strengthening the relationship with customers by identifying and discussing needs and recommending solutions
:Making quality referrals to appropriate officers/departments
:Cross selling/up selling assigned products/services
In the ongoing interaction with others, the incumbent ensures service delivery is consistent with our customer service standards and core values of integrity, Respect, Commitment, Insight and Spirit.

:Assume full responsibility for providing customers with a professional, courteous and positive experience on a consistent basis by discovering needs, providing knowledgeable, accurate information and solutions and following through on commitments by:

:Acquiring and maintaining a detailed knowledge and understanding of all retail products and services
:Exercising discretion, within approved authority limits, in correcting problems promptly and indefensibly or referring the customer to the appropriate source as set out in Scotiabank's Service Standards and Complaints Handling procedures.
:Providing both internal and external customers with account information and services by accessing the Bank's online records and systems
:Taking full ownership for all transactions / inquiries and resolution and, if necessary initiate/execute entries within authorized limits.
:Responding independently to telephone and correspondence inquiries by ensuring that action is taken to fully address inquiries.
:Recognizing and appropriately auctioning opportunities for business retention and to further build the customer relationship with the Bank, through effective use of the Customer Experience Model, and providing customers with a breakdown of account histories by researching files, and various systems to obtain required data.
:Provide customers with consistent outstanding service levels within the parameters of the Contact Centre by effectively managing the workload, staying available and ready to receive customer requests by:
:Maintaining the necessary pending files, and taking appropriate and timely action to resolve the file effectively.
:Accurately and effectively documenting all required follow:up or escalation.
:Participating actively in queue maintenance through call response on escalated and referral calls from coworkers.
:Acting as a liaison coordinating with various areas (i e: branch, third party service providers, etc) as required to fully satisfy customer issues a timely fashion.
:Ensuring you make customers feel their business is appreciated.
:Taking full responsibility for all customer enquiries/concerns/complaints directed to you by resolving those matters within your ability and authority, to the customer's satisfaction, or by referring the customer to the appropriate source/officer, and preparing correspondence relative to customer/external enquiries.
Build and strengthen customer relationships through activities associated with maximizing opportunities to promote Bank services and products. Contribute to the achievement of established financial objectives by:

:Recognizing and executing quality referral opportunities.
:Assuming responsibility for upse

Ciudad: bogota

Fuente: Tiptopjob_Xml


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