Movies
MUHKAM UDDIN
Live Chat And Whatsapp Banking Officer
Flat # 4 , On 2nd Floor Plot # 3-C , 33rd Commercial Street Tauheed Commercial Area Phase V DHA,Karachi
Summary
"Skilled chat support representative with expertise in handling customer queries in the banking sector. Committed to delivering accurate information and efficient service through professional written communication."
Overview
7
7
years of professional experience
1
1
Certification
3
3
Languages
Work History
Live Chat and Whatsapp Banking Officer
Bank Alfalah Limited
06.2022 - Current
- Live Chat and Whatsapp banking Support: Engage with customers via web chat to assist with inquiries, product information, order status, technical support, and issue resolution.
- Customer Interaction: Provide prompt and courteous responses to customers in real-time, ensuring a professional and helpful tone in all interactions.
- Problem Solving: Address customer concerns, complaints, and issues effectively, striving to find appropriate solutions and escalate when necessary.
- Product Knowledge: Acquire a comprehensive understanding of the company's products or services to offer accurate information and recommendations to customers.
- Phone Banking Officer - Branchless Banking
- Customer Support: Provide excellent customer service by addressing customer inquiries, resolving complaints, and assisting with various banking-related issues over the phone.
- Account Information: Offer information regarding customers' accounts, balances, transactions, and other account-related details.
- Transactions: Process various banking transactions, including fund transfers, bill payments, account updates, and card activations, while adhering to security protocols.
- Product and Service Information: Explain the features, benefits, and application processes for the bank's products and services, such as savings accounts, credit cards, loans, and investment options.
- Problem Resolution: Investigate and resolve customer complaints, account discrepancies, and transactional errors, ensuring a positive resolution for the customer.
- Compliance: Adhere to all regulatory guidelines and internal policies while handling customer information and transactions to ensure data security and customer privacy.
- Knowledge Update: Stay informed about changes in banking products, services, policies, and industry regulations to provide accurate and up-to-date information to customers.
- Documentation: Maintain detailed records of customer interactions, inquiries, and actions taken in the bank's CRM system.
- Call Handling Metrics: Meet and exceed performance targets for call handling time, customer satisfaction, and first-call resolution rates.
- Customer Education: Educate customers on using digital banking platforms and self-service options for their convenience.
- Fraud Prevention: Be vigilant about potential fraudulent activities and report suspicious incidents to the relevant department for further investigation.
Customer Support Representation
Ibex TRG
12.2018 - 06.2020
- Customer Interaction: Engage with customers through various channels such as phone calls, emails, live chat, or social media to assist with inquiries, product/service information, and issue resolution.
- Problem Resolution: Identify and resolve customer issues, complaints, and concerns efficiently and effectively. CSRS must strive to find the best possible solutions to meet the customer's needs.
- Complaint Handling: Handle customer complaints professionally and empathetically, aiming to turn unhappy customers into satisfied ones.
- Documentation: Maintain detailed and accurate records of customer interactions, inquiries, complaints, and resolutions in the company's CRM (Customer Relationship Management) system.
- Customer Feedback: Collect and document customer feedback, both positive and negative, to contribute to the company's continuous improvement efforts.
- Follow-Up: Ensure timely follow-up with customers to confirm issue resolution, satisfaction, and address any remaining concerns.
Education
Bachelor in Science - undefined
University of Sindh
Intermediate Pre-Medical - undefined
Board of Intermediate Education
HyderabadMatric in Science - undefined
Board of Secondary Education
HyderabadSkills
Effective people handling skills
Exceptional Communication and Interpersonal Skills
Supportive attitude
Stress management
Time management
Interests
Games
Certification
M.S. Office (MS word, MS Excel, MS PowerPoint, Internet)
Timeline
Live Chat and Whatsapp Banking Officer
Bank Alfalah Limited
06.2022 - Current
Customer Support Representation
Ibex TRG
12.2018 - 06.2020
Bachelor in Science - undefined
University of Sindh
Intermediate Pre-Medical - undefined
Board of Intermediate Education
Matric in Science - undefined
Board of Secondary Education