Outbound team (Sales team) specialist, Contact Center

Full time

Yerevan

02 December 2024

Employment term Permanent

Category Sales/service management

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Job description:

The incumbent will be responsible for detailed presentation of Bank services and products to the clients and provision of consultations through various distance communication channels (telephone, fax, e-mail, webchat, etc.), handling of inbound inquiries, processing of information, transaction requests and other requests received. The incumbent also will conduct outbound calls to facilitate and initiate sales, conduct surveys, and promote services of the Bank to existing and prospective clients within the targets and goals set by team supervisor.

Job responsibilities

Realize bank products and services’ sale to current and potential clients via phone and other distance channels
Follow up on new leads and referrals resulting from Contact Center sales initiation and support activity
Conduct outbound calls requested by other structural divisions of the Bank (customer surveys, inquiries, obtaining customer feedbacks)
Effectively answer and process all service, transactions, operations-related inbound inquiries in accordance with the internal security policies and procedures
Provide comprehensive consultation via phone and other distance channels to potential and existing clients and build customers’ interest in the services and products offered by the Bank
Redirect inbound inquiries to specific person and/or specialized divisions of the Bank in specific cases, apply appropriate actions to effectively control customer requests where necessary, effectively handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects
Ensure proper identification of client messages, orders and requests, initial processing within prescribed authority and filing (including in the AS - Bank operational system, CRM database)
Provide online operational support to clients (bank account management, transaction and balance inquiries, information update), technical support distance banking via various distance channels (phone, e-mail, webcall, weblive-chat, sms, fax and other channels)
Provide immediate assistance to Card-related inquiries (transaction information, card block/unblock services), in constant cooperation with Payment Card division and Fraud Monitoring to organize customer care processes
Make non-cash transactions by clients’ accounts via phone and other distance channels
Identify and resolve client concerns regarding features of offered products and services
File all type contacts and follow up on their history according to standard operating procedures
Fulfill action plans and schedules to cover certain goals established by Contact Center managers
Display time flexibility towards shifts as per work floor requirements
Perform other duties as assigned

Required qualifications

University degree in Economics/Humanitarian studies / Linguistics or other/
At least 2 years of relevant work experience
Experience in service, telesales/telemarketing, sales promotion and/or marketing is a plus
General knowledge of banking products and services is desirable
Basic understanding of banking and related activity, civil legislation
Outstanding communication skills
Ability to work under pressure
Strong negotiation and representation skills
Ability to work in a team
Ability to handle stressful situations
Extraordinary diligence and high sense of responsibility
Proficiency in MS Office, knowledge of AS-Bank
Fluency in Armenian, Russian and English languages

Additional information

EMPLOYMENT DETAILS:

Highly competitive package of benefits
Full time position, open-ended employment contract, start date: ASAP
Career growth and development opportunities

Professional skills

MS Office English Armenian

Soft skills

Problem solving Conflict resolution skills Decision making