Ibrahim El Aidi

Microsoft Crm DeveloperFull Time

VIP Account AdvisorFull Time

• Job Details:Handle all incoming/outgoing calls of the call center. • Provide follow up, occasional campaigns and call backs blended with normal inbound calls. • Provide best possible service to both external and internal customers to achieve highest level of customer satisfaction. • Handle and solve all inquiries, requests and complaints received via channel • Communicate with other Customer Service sub-divisions to answer all relevant customer inquiries (e.g. - Credit, Customer Support and Activation, Outbound & Save Initiatives…etc). • Communicate with other departments all relevant customer inquiries if applicable. • Achieve the requested staffed time on a daily basis to minimize lost call rate. • Provide proper information to customers with complete and comprehensive understanding of Bank Sector products and services. • Fully understand and adhere to company policies and procedures that generate personal and professional credibility and trust. • Respect and apply company vision, mission and values. • Fully understand both individual and company objectives, and work on achieving them effectively and efficiently. • Use available methods and tools to develop own skills. • Use the available tools and systems to provide the correct information to customers (applications, intranet briefings, attending trainings). • Keep Up-to-date with all the services and products provided by Bank. • Resolve all customer complaints, requests and inquiries within the pre-determined SLA’s. • Escalate problems, report suspected fraud and provides relevant feedback to the right channels.