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Customer Service Officer.CXC - RBG - Direct Banking Centre-Egypt COE.Client at Mashreq Careers

, , Egypt -

Full Time

Start Date

Immediate

Expiry Date

28 Jul, 26

Salary

0.0

Posted On

29 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication Skills, Listening Skills, Computer Literacy, Sales, Problem Solving, Root Cause Analysis, Banking Knowledge, Telephone Etiquette, Live Chat Support, Email Support, KPI Management

Industry

Banking

Description

Job Purpose To delight internal and external customers over the phone ( inbound & outbound -call back) * Interact with customers over the phone, chat , email to understand their banking needs. * Provide excellent customer service to achieve customer loyalty. * Resolve problems over the live chat, email or telephone. * 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. Key Result Areas Achieve the required KPI set in term of Adherence CRD AHT Quality score post call suveuy NPS Key Result Areas (Continued) * Operates in a Call Centre environment where the interface with customers is over the telephone. * Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center. * Mostly related to explaining procedures or providing information regarding retail banking products. * Also involves root cause analysis and reversals of charges and fees when necessary. Knowledge, Skills and Experience Knowledge, Skills and Experience (Continued) * University Graduate (preferably with some finance / banking or maths component). * 1 – 3 years experience * Very customer focused * Computer literate * Excellent communication skills * Strong listening skills.

Responsibilities

The Customer Service Officer will interact with banking customers via phone, chat, and email to address needs and resolve issues. They are also responsible for converting sales opportunities and providing clear information regarding retail banking products.