Digital Customer Support Agent / Outsource

CIB -
Cairo, EgyptPosted 4 years ago

427People have clicked1 open position

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Ensure the coordination and support with the Online Channels Operations team to ensure smooth daily operations.
Handle GTB customer enquiries and refer leads to appropriate distribution channel.
Resolve GTB customer complaints and issues efficiently to minimize business and franchise impact, escalating to related stakeholder is necessary
Deliver high quality customer service focused approach to provide operational support to customers.
Maintain a customer centric approach and effectively respond to service level agreements with an emphasis on first call resolution. Work on and follow up with clients on research requests and problems.
Resolve issues through full ownership and resolution, to ensure customer issues are solved efficiently and effectively.
Troubleshoot wide-range issues, identify and mitigate risks, and keep management informed.
Identify the root cause of issues and service/product improvement opportunities to minimize reoccurrence.
Walk customer through Product User Guide requirements and Active set up, to resolve customer issues related to system usage.
Provide a high level of responsiveness when servicing clients and internal employees, to ensure resolving of issues efficiently and effectively.
Finalize key cross-functional business deliverables & guarantee effective coordination with other stakeholders and timely delivery of Corporate and business Banking work streams.

Bachelor’s degree in Business, Finance, Accounting or Information Technology or a related field
Understanding of banking and financial services industry globally
Prior experience working in a fast growing business in emerging markets
Critical judgment and decision-making.

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