Managing day-to-day operations of Call Centre Unit – 8 membersProviding help and advice to customers using your organization’s productsCommunicating claims (Motors/Medical) inquires with customers by telephone, email, letter and face to face.Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on CRM System – Customer Relationship Management System.Keeping accurate records of discussions or correspondence with customersAnalyzing statistics or other data to determine the level of customer service satisfactionWriting reports analyzing the customer service that SSTC provides (Monthly/Quarterly/Semi-Annual & Annually)Developing feedback or complaints proceduresImproving customer service procedures, policies and standards for SSTC & Cell Center UnitMaintaining high level of service quality & assuranceMonitoring random calls to improve quality, minimize errors and track performance.Meeting with other managers to discuss possible improvements to customer service

Training staff to deliver a high standard of customer service

Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations – over 30 membersSupporting ATMs services on a regional wiseReceiving , processing and verifying the accuracy of orders from customers utilizing ANB internal control CRM.Setting and meeting performance targets for speed, efficiency, sales and qualityEnsuring all relevant communications, records and data are updated and recordedAdvising clients on ANB products and servicesMaintaining up-to-date knowledge of ANB ProductsMonitoring random calls to improve quality, minimize errors and track performanceCoordinating staff recruitment, including vacancy advertisements and liaising with HR staffReviewing the performance of staff, identifying training needsHandling the most complex customer complaints or enquiriesOrganizing staffing, including shift patterns and the number of staff required to meet demandCoaching, motivating and retaining staff

Maintaining high level of service quality & assurance