English Customer Service Representative (Banking) (UAE)

Phone Banking Representative - Contact Center

Job Purpose:

To delight internal and external customers over the telephone & chat in line with established standards via this distribution channel.

Main Responsibilities & Accountabilities:

• Interact with customers over the phone to understand their banking needs.
• Provide personalized service by thoroughly and efficiently gathering customer information, assessing and fulfilling customer needs, and educating the customer where applicable.
• Provide excellent customer service to achieve customer loyalty.
• Resolve problems over the telephone and when required appropriately escalate customer queries and complaints for resolution.
• Convert sales opportunities in order to meet financial targets.
• Clarify and explain procedures and products over the telephone.
• Capture and report customer feedback towards continual product development.
• Follow up all bank procedure and process with fully adherence to BCP steps rules and regulations.
• Cross Sell Credit Cards Balance transfers & credit card cheque over the phone.
• Cross Sell any of the assigned products or services assigned by the management.
• Login to chats and provide services as chat agent as and when required.
• Working on Internet Banking & Mobile Banking enables / disables when required.
• Block, enable max tries of the TIN when applicable. 
• Enhance the customers to get their statements through email and register them on e-statements module.
• Cross sell different products or services for customers.
• Ensure to differentiate between Conventional & Islamic calls and assist customers based on their preferred product / services.
• Report any fraudulent emails / calls or suspected incidents immediately to supervisor / other responsible departments.