Bank of Maldives is seeking to recruit a talented and qualified individual to the position of Contact Centre Agent in our Contact Centre

Roles and Responsibilities

• Attend and respond to customer queries and concerns received through calls and Social Media channels in accordance with the SLA.
• Adapt the brand tone and voice when handling queries and concerns across all interaction channels. 
• Management and resolve customer complaints. 
• Identify and escalate issues to supervisors 
• Understand the public nature of social platforms and risks associated with such platforms in relation to brand reputation. 
• Ensure proper logging of all queries and calls in CRM and other required systems. 
• Ensure all assigned tasks are attended and resolved within the timeframe, as per current processes and policies 
• Provide customers with accurate information about the Bank’s products and services. 
• Provide excellent customer service with high attention to detail in writing. 
• Identify and analyze patterns and trends with queries and concerns to assist Supervisors/Managers in reporting to business units. 
• Perform any other relevant tasks assigned by the Supervisor/Manager.

Competencies

•  Excellent communication and relationship management skills
• Previous experience in contact center will be an advantage. 
• Strong understanding of Computer Literacy and Social Media channels. 
• Excellent speaking and writing and editing skills, including interpersonal English and Dhivehi communication skills, with detailed attention to grammar and sentence structure. 
• Extraordinary typing skills

If you are interested, apply online through 
www.bankofmaldives.com.mv/careers/