Do You Have What it Takes To Work in a Call Centre?

Job Vacancy Indonesia, Employee, Vacancy

Working in a call centre might seem like an easy job at first glance. It's just about answering phones, right? Wrong. There are many different jobs in call centres. There are Customer Service Reps (CSRs), Technical Service Reps (TSRs), Supervisors, Managers, and Human Resources staff, and many others who work to ensure a call centre, the customer's first line of contact with a company, works as a well-oiled machine.

So what does it take to work in a call centre? Though for this article we'll focus on CSRs, many of these skills are critical in other call centre jobs too.

Ability To Work in a Fast-Paced Environment:

In a call centre, it's all about speed. If you are working in an inbound call centre (meaning call come in to your call centre, as opposed to CSRs making calls) the main focus is how fast can a rep answer a phone. How quickly can they solve a customer's issue? Call times and wait times are how a centre calculates its efficiency, and therefore, it's costs and profits. But call times and wait times aren't just important for the company, they are also important to the customer. That's why it's critical to be able to work under pressure. 

Accuracy and Attention to Detail:

The customer is calling you because they have a problem. You must be able to answer their inquiry quickly and correctly so their faith and trust in your company is upheld. It's important to the company you work for that their customers aren't frustrated. These customers are the backbone of your company, and they need to have faith that their call is being handled professionally and correctly and that they will get the same correct answer if they call next time. Accurate consistency is critical. And for that, you need to be the type of person who can learn and retain information.

Ability to Learn New Skills:

Products and services change constantly. And though the basics will remain the same, you need to be on top of new things. The last thing a customer wants to do is be calling you for answers and you don't know what they're talking about. You also have to be willing to learn computer programs or software unique to your call centre. Call centres have a lot of processes and you must be able to learn how those work so you can work more efficiently, and better serve customers.

Learning new skills such as another language can also help your job prospects in a call centre. Many list the ability to speak a second language as an asset.

Ability to Deal with Difficult People:

More often than not, customers will call because they have a problem and they want you to fix it right away. If you cannot show empathy, and support them in their frustrations, they will get increasingly upset. You must be able to deal with difficult people and know how to handle and diffuse them. Consider taking a course on the subject. You'll learn how to improve your listening skills, and learn little tricks as simple as repeating back what you hear from your customer. This helps them feel listened to, understood, and in the end, it helps them feel better. The more ability you have in dealing with difficult people, the better you will feel also.

Flexibility:

Though a call centre can be a great 9-5 job, most of them require you to work some shift work. And this or may not fit your schedule. When you decide to apply for a job at a call centre, make sure you know what you are able to do in terms of shift work. If you have dependents, you will need to make alternate care arrangements. Remember too that changing shifts can affect your sleep patterns and your activities outside work hours.

The nature of call centres can also mean that you can be called in at the last minute. You might also be sent home if there is not enough work. If this is a concern for you, ask how often this happens when you are considering a job in a call centre.

Working in a call centre as a CSR can be a satifying job. Often, opportunities to move up to a team leader or scheduler can be had with the work experience you gain starting at the bottom. If you have the right skills and the desire to improve them, a career as a CSR might well be worth investigating.

How to Write a Winning Banking Job CV

By Efti Babu

Job Vacancy Indonesia, Employee, Vacancy 

Finding a job with a top banking organization requires hard work and perseverance. The quality of your banking job CV will determine the results of your search for meaningful employment.

Your curriculum vitae should be formulated to highlight your qualities and skills along with your qualifications and working experience if any.

A good starting point is to consider who it will be targeted to, what message to convey and the kind of response it is designed to solicit. This will require you to customize all your banking job resumes to the standards of the institution where you seek employment.

Your curriculum vitae must show that you are an exceptional candidate for the job as compared to other similar job seekers.

Networking is also a common way of finding banking jobs. You should expand your networks whenever you get the chance so you can increase your chances of getting the best jobs through your references.

If you are pursuing a career in banking you should comprehend the duties and responsibilities of your field of work. The banking industry is quite demanding but a committed individual can be able to cope. Some of the jobs you can expect to perform include:

1. Dealing with routine bank transactions

2. Handling of checks and credit cards

3. Processing of loans

4. Marketing and selling financial products

5. Handling client withdrawals and deposits

6. Preparing Travellers checks for clients

7. Dealing with customer queries

Your resume should reflect capability to perform the above tasks plus others effectively. The following points must be present in your curriculum vitae.

Summary of Objectives: The objectives should include career objectives and your leadership qualities relevant to the job. It should portray your ambitions and goals if you should you secure employment with the prospective bank.

Contact Information: The second paragraph should include your daytime contact details. These will include: Full Name, phone number, address and email.

Candidates Career Summary: Here you will highlight your erstwhile professional working experience in the banking sector. You should demonstrate your ability to effectively carry out responsibilities for the prospective bank and its customers. You must clearly indicate your performance level and contributions to your former employer. You should also include your past working experience with other banks, positions held and roles undertaken, leadership roles assigned, professional skills gained, names of the banks you have worked with and similar information.

Academic Qualifications: This part of the resume displays your complete academic profile beginning from Grade School to College Graduation and any other specialized short courses undertaken in between. Your Banking Job CV must also show the name of the Educational Institutions, years of completion and Degrees /Diplomas awarded.

Personal Achievements: Under this sub heading, you can show the accolades, merit certificates and medals awarded to for excellence in relevant fields.

Relevant Skills: Under this sub heading, you should indicate both natural and technical aptitude for computers, banking software, languages and other similar skills required for banking jobs.

A Banking Job resume with the above details highlighted in an eye catching format is most likely to get you an interview and place you well near to getting your dream banking job career.