Unit Head
Location: Region – Yangon, Township – Kyauttada
Employment Type – Full Time
Unit Head
Job Descriptions:
- Contact center reporting
- Receive key updates from process owners
- Monitoring and providing key updates and complaints from public to concerned process owners
- Establish and manage contact center, call systems, i.e., telephony system, chatbots, email, SMS etc.
- Customer Research
- Storing customer information log
- Logistics and security arrangements
- Scripting establishing and review
- KPI establishing and review
- Training arrangement with process owners
- Inbound call center responsibilities are all about communication skills, rules, potential to deal with various customers of various attitudes and satisfying the customers through communication by resolving queries efficiently
- Manage large amounts of incoming calls
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits
- Basic duty is to answer all the incoming calls, but answering in a polite manner
- The main responsibility of a Call Center is to give professional customer care service
- Sorting out the complaints is an important duty of a Call center, some issues may need urgent attention and some may take more time, a Call center staff has to organize everything according to the priority
- Understanding standard bank transactions, as well as common product and services
- Scheduling the Follow-up calls to handle customer complaints regarding bank issues/process
- Keep records of all conversations in our call center database in a clear way
Job Requirements:
- At least 4 years in managing call center operations team
- Good presentation and public speaking skills
- Good command of written and spoken English
- Any bachelor’s degree holder
