• Credit & Risk
  • Rawalpindi

Job Description

Service Quality: Key Responsibilities

  • Perform surveys after loans are disbursed and compile corresponding reports.
  • Carry out Mystery Shopping Surveys aimed at assessing service quality standards.
  • Undertake thorough evaluations of customer interactions to gauge the quality of service.
  • Pinpoint areas requiring enhancement and collaborate with teams to implement viable solutions.
  • Set up and uphold service quality benchmarks and operational procedures.

Telemarketing: Key Responsibilities

  • Making outbound calls to potential customers and promoting products or services.
  • Using persuasive techniques to engage prospects and generate sales leads.
  • Building and maintaining customer relationships to ensure customer satisfaction and repeat business.
  • Meeting and exceeding sales targets and objectives.
  • Provide accurate and detailed information about products or services to potential customers.
  • Document customer interactions and maintain call logs for future reference.
  • Document and track sales leads and customer interactions.

Complaint Resolution: Key Responsibilities

  • Complaint handling: Respond to customer complaints received via helpline.
  • Make sure that TAT is followed and communicated to customers.
  • Customer Engagement: Maintain a positive and empathetic attitude throughout the complaint resolution process.
  • Accurately document complaint details, resolutions and any necessary follow-up actions.
  • Keep customers informed throughout the resolution process and follow up as necessary.
  • Identify trends in customer complaints and suggest process to prevent future problems.

Desired Skills and Abilities:

  • Motivated by meeting targets and exceeding expectations.
  • Passionate about delivering exceptional customer service.
  • Excellent communication and persuasion skills.
  • Ability to work in a fast-paced and goal-oriented environment.
  • Proficient in the use of computer systems and software.
  • Strong time management and organizational skills.

Education & Experience:

  • Bachelor’s degree, preferably in Marketing of Communication
  • 1-2 years of professional working experience in call center operations

Personal Details

Work Experience

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