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Call Center Operations Agent / Outsource

CIB
6th of October, Giza
Posted 5 years ago
797People have clicked1 open position
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Job Details

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Job Description

Responsibilities

  • Follow professional telephone etiquette/social media handling techniques and work policies to efficiently address various customer needs & concerns.
  • Responsible for handling 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.
  • Responsible for posting contents on CIB official social media platforms in a specific timings & within the agreed quality levels.
  • Apply appropriate actions to effectively control a telephone call/social media interaction that improve the call average handling time/ interactions average response time.
  • Handle complaints with concerned branches until full settlement and report to be submitted to supervisor.
  • Liaise with other departments to ensure proper closure of pending customers inquires/requests. Ensure high service quality during inbound/outbound calls/social media interactions, and handle customer’s complaints according to the call center approved standards.
  • Achieve cross-selling set targets on monthly basis, and contribute in achievement of the call center target.
  • Participate in responding to the audit report by providing the needed documentation.
  • Assist in fulfilling the targeted profitability with regular assessment to improve any deficiency.
  • Update customer records with details of the inquiry and the response ensure accuracy and availability of Customer records.
  • File carefully the department copies to maintain proper and efficient archiving

Job Requirements

Qualifications

Qualifications & Experience

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

  • No minimum years of experience required.

Skills

  • Excellent command of English language beside Arabic.

  • Fast typewriting in English language beside Arabic to join social media team.

  • Must be adept in use of basic software such as MS Office, Internet, e-mail and Access.

  • Reliable, energetic and cooperative.

  • Excellent communication skills.

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