Rojgari Services

Other

Service Excellence

Views: 1049|Published on: Oct 29, 2021

Banking / Insurance /Financial Services

Entry Level

Full Time

Vacancy: 12

Kathmandu|

Experience: Not Required|

NRs. 16,877 Monthly

Job Description

Roles and responsibilities of this job

Help Desk – Service Agents are associates whose primary responsibility is to ensure the customer feel looked after once they enter the banking hall and their service experience expectations are rightly met.

Key Responsibility

Greets and welcomes customers and potential customers and directs them to the appropriate bank staff.
Notifies appropriate staff when a visitor with an appointment arrives.
Oversees and maintains waiting area, keeping it stocked with brochures, deposit slips, and withdrawal forms.
Answers customer questions and provides general information on banking services and products.
Answers incoming customer phone calls, transfers call, and takes messages when necessary.
Follows up on customer issues.
Processes and distributes incoming mail; prepares outgoing mail for pickup.
Performs administrative services for branch staff as needed.
Performs other related duties as assigned by Branch Manager/Operations In-charge.

Objective

Engage the customer
Solve customer queries (including Account-related inquiries)
Guide the customer to the respective department (based on nature of task)
Provide information regarding the Bank’s products
Cross-sell and up-sell the Bank’s products

Importance

The Help Desk Associates will play a vital role in improving customer satisfaction and generating customer loyalty
Facilitate positive contact and communication between the customer and the Bank.
They are the first contact for customers and are hence, responsible for creating a good image of the Bank.
Shall act as the first point of contact on the customer journey, supporting customers via multiple channels (face to face, telephone, etc.)
Shall give accurate advice and guidance to customers, where possible resolving enquiries one on [SK1] one basis
Shall promote a range of additional services, whilst encouraging and coaching customers to self-serve, enabling and encouraging the use of digital channels.

Purpose

The purpose of Help Desk is to resolve as many customer enquiries as possible at the first point of contact, to provide information about our product and services, to provide accurate advice and guidance where applicable and to promote cross sale and upselling of our featured products.

Guide our customers about digital transaction they could undertake at their own convenience without visiting branches. Some of our customers may need continued support and guidance to deal with digital transaction and some may prefer to traditional way i.e. visiting branches to carry out transactions.

We want to re-position our Customer Services function at the heart of what we do as an organization, as this is the primary area where most of our customers will engage with us.

Reporting: Operations In-charge/ Branch Manager (where applicable)

Daily Report – No. of customer assisted per day
No. of account solicited per day
No. of cross selling per day
Any Other Task assigned by the Operations In-charge/ Branch Manager [SK2]

Review/Monitoring: Cluster Head/Province Manger

Monthly basis review to be carried out for initial three months and based on the satisfactory performance will be extended further.

Job Specification

Required qualifications for this job

Required Education Level:Under Graduate (Bachelor)

Required Experience:Not Required

Required Age:Less than 24 years

Other Specification

Excellent communication and interpersonal skills
Customer-oriented mindset
Ability to promote a positive image of the bank
Proficient with Microsoft Office or similar software
Ability to maintain professionalism and tact in stressful situations
Should have luminous character

Skills Required

Required skills for this job

Communication

Time Management

Customer Service

Interpersonal Skills

Salary

Offered financial and non-financial compensation for this job

Offered Salary:NRs. 16,877 Monthly

Applying Procedure

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Apply Before: Nov 03, 2021

About the organization

Rojgari Services

Other

Kathmandu

Rojgari Services, registered in 2012 is a FDI company after being a part of the IFC’s Global SME Ventures initiative with investments from the IFC of the World Bank Group. Rojgari Services is a leading Hiring Management Solution provider for blue-collar workers in Nepal with the main objective of providing work connectivity opportunities between employers and workers in the most convenient and systematic ways.