this role is responsible for answering phones to respond to orders, general customer inquiries, and customer complaints. Call center staff is required to project a professional FTB bank image through phone interaction by building a thorough understanding of the client’s service requirement and focus on providing best service quality to the clients. Main Duties • Answer calls professionally and respond to customer’s inquiries as quickly as possible • Handle and resolve customer complaints • Provide customers with products and services information • Identify and escalate priority issues • Produce call reports and report issue / problem to the supervisor in a timely manner • Provide outstanding and consistent services to provide solution to customers • Create and maintain an environment which is easy and friendly experience for customer through highly professional service level • Research required information using available resources • Perform other duties as assigned by the supervisor

• Bachelor Degree in Banking or related field • Experiences in Call Centre operations • Knowledge of customer service principles and practices • Knowledge of call centre telephony (Avaya System) and technology • Being able to deal with all types of people • Demonstrate superb customer service skills • Excellent interpersonal and verbal communication skills • Computer literacy and English language proficiency