What are your main duties?
- Personalised customer service: Receive and assist customers with their queries, procedures or complaints.
- Operations management: Process requests such as account openings, payments, data updates, among others.
- Problem solving: Identify issues and offer immediate solutions or channel them to the appropriate department.
- Promotion of products and services: Provide information about the benefits, features and conditions of the company’s products.
- Regulatory compliance: Ensure that each operation follows internal policies and legal regulations.
- Customer experience: Maintain a friendly, proactive attitude focused on user satisfaction.
What skills should you have?
- Effective communication and empathy.
- Knowledge of the company’s products/services.
- Proficiency with internal systems and technological tools.
- Ability to work under pressure and resolve conflicts.
What are the advantages of your tasks?
Advantages for the company:
- Strengthens customer relationships: Face-to-face service builds trust and loyalty, reducing turnover and increasing satisfaction.
- Improves corporate image: Efficient in-person service projects professionalism and commitment.
- Increases cross-selling opportunities: By interacting directly, the executive can identify needs and offer additional products.
- Reduction of errors in procedures: Direct supervision allows documents and processes to be validated on the spot
Advantages for the customer:
- Immediate problem solving: Avoids long waits on digital or telephone channels.
- Personalised advice: The customer receives clear guidance tailored to their situation.
- Greater confidence in sensitive operations: Procedures such as opening accounts or making claims are perceived as more secure in person.
- experience: Direct contact generates empathy and security.
What professional profiles are dedicated to this?
- Administration and Management Professionals
- Banking and Financial Sector Staff
- Commercial and Sales Staff
How does the advancement of new technologies affect this?
The advancement of new technologies has a significant impact on the role of a face-to-face customer service executive, transforming both their functions and customer expectations, for example.
- Process digitisation
- Use of technological tools such as AI
- Change in customer profile reported through networks
- Automation and self-service
- Digital skills
