Job Role :
Provide first class customer service on the telephone by answering all calls in a professional manner and resolving queries to the satisfaction of the customer.
Key Responsibilities :
Ensure each call is answered in an accurate & professional manner.
Prepare and pass on in a timely manner all documentation relevant to the call for action by the unit / concerned department.
Maintain statistics on all calls received and pass this information through the system
Notify Supervisor and Team Leader of all complaints relating to services, products and delivery
Adhere to the roster and be flexible on shift duties including weekends & holidays
Key Performance Indicators :
ACD talk time / Occupancy
Calls answered within the set threshold
Product knowledge & customer service
Customer satisfaction rate (Monitoring & Coaching)
IVR C-SAT scores
Banking Call Center experience is a must
Bilingual (Arabic and English speaker)