• 2.1.9 Call centre


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    Description of role

    Responsible for handling customer requests and providing efficient customer service over the phone.

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    Core skills

    • Knowledge of call centre process and tools
    • Knowledge of call centre metrics to monitor performance
    • Ability to handle and provide efficient customer service
    • Understand customer behaviour trends
    • Ability to handle consumer complaints and difficult customers
    • Awareness of customer confidentiality standards
    • Ability to identify and report risks
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    Qualification and/ or certification

    • QFSQF Level 1

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    Industry knowledge

    • Knowledge of banking products and services
    • Knowledge of retail banking conduct of business

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    Regulatory compliance of role

    • Knowledge of banking regulatory framework
    • Regulations governing outsourcing / call centres