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Job Description
- Handles customer inquiries & requests completely and accurately.
- Optimizes the opportunity of each customer contact and offer excellent service.
- Adheres to the call script to ensure consistency of service rendered to the customer as well as maintain the call duration within agreed limits + meet KPIs and accurately enter customer data and other relevant information into the CC’s CRM as required.
- Resolves customer complaints and issues if possible at first call to the satisfaction of the customer.
- Alerts the team leader of complaints or issues that require escalation to the responsible departments for complete resolution.
- Participates in individual and team training/ meetings in order to ensure that knowledge of Bank’s products & services and of the Call Center’s procedures is up-to-date.
Job Requirements
- Good command of spoken and written English.
- Proficient with Microsoft Word, Excel , PowerPoint & Outlook.
- Accurate typing (Arabic & English).
- Verbal and written communication skills.
- Good listening skills.
- Ability to organize and communicate information clearly to customers and peers.
- Excellent customer service skills so as to understand customers’ needs and how best to address them.
- Capable of problem solving and with good analytical skills.
- Flexibility and ability to work under pressure.
- Strong team spirit so as to work well with a team in achieving common goals.
- Service oriented with focus in achieving goals (qualitative & quantitative).