CONTACT CENTER INBOUND AGENT | OUTSOURCE at Commercial International Bank (Egypt)

Giza, Giza, Egypt -

Full Time

Start Date

Immediate

Expiry Date

16 Jun, 26

Salary

0.0

Posted On

18 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Telephone Etiquette, Social Media Handling, Call Control, Complaint Handling, Sales Techniques, Customer Record Update, MS Office Proficiency, Communication Skills, English Proficiency, Arabic Proficiency

Industry

Banking

Description

JOB PURPOSE To professionally handle inbound calls in terms of (inquiries, complaints, request) in order to maintain customer satisfaction and good image for the bank by providing a prompt, efficient and courteous service to customers. In addition, to apply the sales techniques during the inbound calls for eligible customers while abiding with the approved scripts to achieve the set sales targets for the branch in the sky strategy. KEY ACCOUNTABILITIES Customer Calls Handling 1. Follow professional telephone etiquette/social media handling techniques and work policies to efficiently address various customer needs & concerns. 2. Handle 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. 3. Apply appropriate actions to effectively control a telephone calls interaction that improve the call average handling time/ interactions average response time. 4. Liaise with other departments to ensure proper closure of pending customers inquires/requests. 5. Ensure high service quality during inbound calls interactions, and handle customer’s complaints according to the Contact Center approved standards to maintain customer satisfaction. 6. Apply the sales techniques during the inbound calls for eligible customers / products while abiding with the approved scripts to achieve the set sales targets for the branch in the sky strategy. 7. Update customer records with details of the inquiry and the response ensure accuracy and availability of Customer records. Post content on CIB official social media platforms (if needed) & within the agreed quality levels to maintain customer satisfaction. Qualifications & Experience § Bachelor’s degree of Commerce, Business Administration, Accounting or its equivalent. § 0 – 1 years of experience Skills § Excellent command of English and Arabic languages § Proficient user of MS Office § Reliable, energetic and cooperative Excellent communication skills

Responsibilities

The primary role involves professionally handling inbound customer interactions, such as inquiries and complaints, via phone and social media to ensure high customer satisfaction and maintain the bank's image. Additionally, agents must apply sales techniques during calls to eligible customers to meet set sales targets.