About the role
Responsibilities • Handle customer inquiries and requests through multiple channels, including live chat, email, and phone calls. • Address customer complaints, provide appropriate solutions, and explain Bank Amar’s products and services. • Document customer complaints and requests accurately. • Conduct customer identity verification through video calls in accordance with applicable SOPs and regulations. • Identify suspicious activities or potential fraud, perform additional checks when necessary, and escalate findings to the supervisor or Fraud Investigation Unit. • Identify technical issues during video call verification and escalate them when necessary. • Provide backup support to other Customer Service Representatives (CSRs) as assigned. • Perform other customer service-related duties as assigned by the direct supervisor.
Requirements • Minimum Bachelor’s degree (S1); Minimum 1 year of experience in customer service or call center roles, preferably in banking, fintech, or e-commerce. • Experienced in handling customer inquiries through multiple channels, including live chat, email, and phone calls. • Willing to work in shifts (24/7). • Good administrative skills and attention to detail. • Customer-oriented with strong communication skills. • Good problem-solving skills and the ability to handle customer objections. • Able to identify suspicious activities and escalate concerns appropriately.
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