To professionally handle inbound/outbound calls in terms of (inquiries, complaints, request)  in order to maintain customer satisfaction and good image for the bank by providing a prompt, efficient and courteous service to customers.

Area
COO
Department
Contact Center
Locations
Smart Village, 6th of October
Qualifications

     Qualifications & Experience

  • Bachelor’s degree of Commerce, Business Administration, Accounting or its equivalent.

  • 0 – 1 years of experience

Skills

  • Excellent command of English and Arabic languages

  • Proficient user of MS Office

  • Reliable, energetic and cooperative

  • Excellent communication skills

 

Responsibilities

Customer Calls Handling

  1. Follow professional telephone etiquette/social media handling techniques and work policies to efficiently address various customer needs & concerns.

  2. Handle inbound interactions received on CIB official social media platforms in a professional manner to maintain customer satisfaction and good image for the bank by providing a prompt, efficient and courteous service to followers.

  3. Apply appropriate actions to effectively control a telephone calls interaction that improve the call average handling time/ interactions average response time.

  4. Liaise with other departments to ensure proper closure of pending customers inquires/requests.

  5. Ensure high service quality during inbound/outbound calls interactions, and handle customer’s complaints according to the Contact Center approved standards to maintain customer satisfaction.

  6. Achieve cross-selling set targets on monthly basis, and contribute in achievement of the Contact Center target.

  7. Assist in fulfilling the targeted profitability with regular assessment to improve any deficiency.

  8. Update customer records with details of the inquiry and the response ensure accuracy and availability of Customer records.

Post content on CIB official social media platforms (if needed) & within the agreed quality levels to maintain customer satisfaction.

Keywords
Contact Center

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