Customer Service Representative

The Digital Ambassador is a key client-facing role responsible for enhancing a MNC bank customer's banking experience through proactive assistance and guiding them towards digital solutions. This role requires an individual who is passionate about technology, customer-centric, and knowledgeable about the latest banking products and services. The Digital Ambassador will play a crucial role in promoting digital adoption and cashless transactions, thereby improving efficiency and customer satisfaction.

Key Responsibilities

Customer Assistance:

• Provide prompt and courteous assistance to customers with their general inquiries regarding banking services, products, and digital platforms.
• Guide customers through self-service options available on digital channels (e.g., mobile banking app, online banking portal, ATMs).
• Troubleshoot common digital banking issues and provide immediate solutions or escalate complex issues to the appropriate department.

Digital Adoption and Education:

• Proactively engage with customers to understand their banking needs and identify opportunities for digital adoption.
• Educate customers on the benefits and functionalities of the bank's digital platforms, including online banking, mobile banking, and cashless payment solutions.
• Assist customers with the setup and initial usage of digital banking services, ensuring a smooth onboarding experience.
• Encourage and guide customers to adopt cashless payment methods where suitable, explaining the convenience and security benefits.

Product and Service Knowledge:

• Maintain a comprehensive and up-to-date knowledge of the bank's latest products, services, and digital offerings.
• Actively learn about new features and updates to digital platforms to effectively communicate them to customers.
• Suggest appropriate digital alternatives or banking solutions to customers based on their individual needs and preferences.
• Participate in training sessions and workshops to continuously enhance product knowledge and digital proficiency.

Customer Relationship Management:

• Build and maintain strong, positive relationships with customers by providing exceptional service and support.
• Gather customer feedback on digital platforms and services to contribute to continuous improvement.
• Identify opportunities to cross-sell or upsell banking products and services by understanding customer needs and referring them to relevant specialists when necessary.

Qualifications

• Education: High school diploma or equivalent
• Experience: Previous experience in a customer service role. Experience with banking, or financial institution digital platforms and technology support is a strong advantage.

• Competencies

1. Excellent interpersonal and communication skills, with the ability to explain complex technical concepts in an easy-to-understand manner.
2. Strong problem-solving abilities and a proactive approach to customer service.
3. Tech-savvy with a genuine interest in digital trends and innovation.
4. Ability to work independently and as part of a team in a fast-paced environment.
5. Customer-centric mindset with a passion for helping others.
6. Bilingual proficiency may be an advantage in diverse customer environments.

Skills

• Customer Service / Customer support
• Digital Support  
• Banking experience

Working Conditions

This role typically operates within wealth hub environment, requiring interaction with customers remotely or face to face

The work location is at Orchard or ASQ