The Customer Service Specialist’s primary responsibility is to provide an outstanding customer experience by taking full ownership of resolution for all customer needs. They will interact with customers across a variety of channels (primarily digital, but also in the community centre) and take end-to-end ownership for resolving the customer’s query / issue and communication around this.
· Drive customer satisfaction through exceptional service. Deliver resolution to requests and issues through a variety of channels, by actively listening to understand the customer’s needs.
· Take full ownership of providing resolution to customers
· De-escalate situations involving dissatisfied customers, offering assistance and support with service recovery to clients if needed.
· Identifying business opportunities and presenting relevant products or services to customers.
· Develop a strong, value-added relationship with current and prospective customers by engaging in conversations that uncover their current and future financial needs.
· Increase customer satisfaction scores by consistently providing top-notch service that anticipates and resolves needs seamlessly.
· Achieve customer loyalty as a key driver of sustainable growth, through client retention policy and tools.
· Striving for continuous learning and development to enhance skills and knowledge and attend assigned trainings.
· Participating in regular performance reviews and actively seeking feedback for improvement.
· Understanding clients’ financial needs and address at the same time, educating customers about our products and services offered and to cross sell bank products to the customers if required.
· Supporting the bank’s growth and scaling by participating in customer journey and process development, product and feature launches and systems enhancements
· Handling customers from all segments (including VVIP) for support on all products and offerings
· Maintains customer confidence and protects bank operations by keeping clients’ and banks’ information confidential.
Support a secure and ethical culture at Ruya, actively participate in all dual-control functions and uphold the code of conduct, ensuring transparency and risk mitigation.