Customer Service Officer.CXC - RBG - Direct Banking Centre-Egypt COE.Client Experience and Conduct Group-MEGPCOE

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 ofAdherenceCRDAHTQuality scorepost call suveuyNPSKey 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.