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

Giza, Giza, Egypt -

Full Time

Start Date

Immediate

Expiry Date

07 Oct, 26

Salary

0.0

Posted On

09 Jul, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

English Language, Arabic Language, MS Office, Communication Skills, Customer Service, Telephone Etiquette, Social Media Handling, Complaint Resolution

Industry

Banking

Description

Job Purpose To professionally handle inbound/outbound 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. Description 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/outbound calls interactions, and handle customer’s complaints according to the Contact Center approved standards to maintain customer satisfaction. 6. Update customer records with details of the inquiry and the response ensure accuracy and availability of Customer records. 7. Post content on CIB official social media platforms (if needed) & within the agreed quality levels to maintain customer satisfaction. Policies, Processes and Procedures 8. Follow all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner Day-to-day Operations 9. Follow the day-to-day operations related to own jobs in the Contact Center department to ensure continuity of work. Compliance 10. Comply with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks. 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

Professionally handle inbound and outbound customer interactions via telephone and social media to resolve inquiries and complaints. Maintain high service quality and update customer records while adhering to banking policies and regulations.