UAE Nationals only- Senior Customer Service Officer.CXC - RBG - Direct Banking Center.Client Experience and Conduct Group
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Key skills for this role
About the Role
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.
Key Skills for This Role
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Overview
- 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
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.
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