Overview
Customer Service Officer.CXC – RBG – Direct Banking Centre-Egypt COE.Client Experience and Conduct Group-MEGPCOE Jobs in Egypt at Mashreq
Title: Customer Service Officer.CXC – RBG – Direct Banking Centre-Egypt COE.Client Experience and Conduct Group-MEGPCOE
Company: Mashreq
Location: Egypt
To delight internal and external customers over the telephone.
Key Result Areas
– Interact with customers over the phone to understand their banking needs.
– Provide excellent customer service to achieve customer loyalty.
– Resolve problems over the telephone on the spot.
– Convert sales opportunities to meet financial targets.
– Clarify and explain procedures and products over the telephone.
– Capture and report customer feedback towards continual product development.
– 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.
Operating Environment, Framework and Boundaries, Working Relationships- 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.
Problem Solving
– 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.
Decision Making Authority & Responsibility
– Limited to certain functions which enable on-the-spot problem resolution.
Knowledge, Skills and Experience
– 1-3 contact center experience
– University Graduate (preferably with some finance / banking or maths component).
– Arabic and English .
– Very customer focused.
– Computer literate
– Excellent communication skills
– Strong listening skills.