Job PurposeTo 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.To be back up team leader in absence of TL's on floorKey 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 ExperienceKnowledge, Skills and Experience (Continued)University Graduate (preferably with some finance / banking or maths component).1 – 3 years experienceVery customer focusedComputer literateExcellent communication skillsStrong listening skills. The leading financial institution in MENA While more than half a century old, we proudly think like a challenger, startup, and innovator in banking and finance, powered by a diverse and dynamic team who put customers first. Together, we pioneer key innovations and developments in banking and financial services. Our mandate? To help customers find their way to Rise Every Day, partnering with them through the highs and lows to help them reach their goals and unlock their unique vision of success. Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value. We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.