Responsible for handling inbound/outbound calls professionally in order to maintain customer satisfaction and good image for the bank by providing a prompt, efficient and courteous service to callers
Smart Village, 6th of October
Qualifications & Experience
Bachelor’s degree of Commerce, Business Administration, Accounting or its equivalent.
No minimum years of experience required.
Excellent command of English language beside Arabic.
Fast typewriting in English language beside Arabic to join social media team.
Must be adept in use of basic software such as MS Office, Internet, e-mail and Access.
Reliable, energetic and cooperative.
Excellent communication skills.
Follow professional telephone etiquette/social media handling techniques and work policies to efficiently address various customer needs & concerns.
Responsible for handling inbound interactions received on CIB official social media platforms in a professional manner to maintain customer satisfaction and good image for the bank by providing a prompt, efficient and courteous service to followers.
Responsible for posting contents on CIB official social media platforms in a specific timings & within the agreed quality levels.
Apply appropriate actions to effectively control a telephone call/social media interaction that improve the call average handling time/ interactions average response time.
Handle complaints with concerned branches until full settlement and report to be submitted to supervisor.
Liaise with other departments to ensure proper closure of pending customers inquires/requests. Ensure high service quality during inbound/outbound calls/social media interactions, and handle customer’s complaints according to the call center approved standards.
Achieve cross-selling set targets on monthly basis, and contribute in achievement of the call center target.
Participate in responding to the audit report by providing the needed documentation.
Assist in fulfilling the targeted profitability with regular assessment to improve any deficiency.
Update customer records with details of the inquiry and the response ensure accuracy and availability of Customer records.
File carefully the department copies to maintain proper and efficient archiving
Promote the development and growth of CIB market share through selling a value-adding financial services to achieve the set objectives and applying superior quality service to keep CIB image. In addition to handling all customers’ requests/instructions.
Branches & Distribution Channels
Years Of Experience
Maximum 2 Years
Bachelor’s degree of commerce, business administration, accounting or its equivalent.
From 0- 2 years of experience
Provide customers with basic information on all Bank’s products/services to increase Customer awareness & ensure a high level of quality service.
Achieve assigned targets/volume/attrition/x-sell/deep-sell for the branch in both assets and liabilities to ensure that targets are met through walk-in, relationship building and depending of existing customer base and companies as well as new to bank clients in a transparent & ethical way.
Track customers’ inflows and outflows and contact customers to seek information on reasons for unexpected behaviours to maintain better-quality service level and meet set budgets.
Ensure that every customer interaction is conducted as a superior service experience and in line with the defined CIB customer experience standards TAT and bank service indicators (including wait time, telephone timeliness, reply to customer queries and messages etc.).
Handle customers’ queries and complaints and ensure effective closure of complaints within the set TAT& SLA to reach customer satisfaction and loyalty
Prepare a daily sales report (DSR) including sales activities and call reports, share it with supervisor and branch head to track sales performance achievement versus budget and work on alternative plans when needed.
Respond positively and diligently to colleagues and coordinate and communicate effectively with branch staff and support units to ensure that customers’ requests are processed timely and efficiently.
Introduce and promote alternate channels to customers to reduce traffic in branches.
Be attentive to any possible frauds/risks and provide feedback to direct supervisor for guidance and assistance.
Receive all relevant customer requests related to cheque book, credit & debit cards, TDs, CDs..etc. check their validity and send to related departments for completion.
Follows all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner
Follows the day-to-day operations related to own jobs in the Branch to ensure continuity of work
Complies with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks.