Senior Customer Service Advisor

Job description

Job Description Purpose of the role: To provide exceptional customer service while resolving more complex customer needs/requests. Accountabilities: - Provision of customer service through various communication channels including chat, email and phone. - Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case. - Collaboration with teams across the bank to align and integrate customer care processes. - Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas. - Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations. - Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments. - Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders. - Identification of industry trends and developments to implement best practice to improve cus...