Call Center Supervisor - Banking Background

•To answer inbound calls and queries from all over Pakistan as well as abroad.

•Providing real-time resolution to beneficiaries wherever possible.

•Noting down complaints in pre-defined format/ CRM and emailing the same to available supervisor.

•To work under pressure.

•Answer all customer calls and related queries with courtesy;

•Record and update complaints in the customer relationship management (CRM) with caution and accuracy;

•Provide complaint status to the complainants;

•Identify and escalate complaint priority issues;

•Routing of calls to assigned resource;

•Follow up customer complaints ,where necessary;

•Provide feedback to supervisor to enhance service standards and efficiency levels;

•Able to research required information using available resources;

•Must possess excellent communication skills and fluent in English language

Minimum Graduate – minimum 14 years of education (in any discipline)

•Minimum 3-7 years of experience in Call Centre Industry (including two years of experience of managing call centre as supervisor)

•Expertise of Home Remittances and Knowledge of Call Centre Dynamics and Functions

•Knowledge of remittance (local/international) related regulations and institutions would be plus