Job Purpose:
Responsible for conducting business primarily via telephone and using advanced contact technology to deliver exceptional customer service.
Key Responsibilities
- Achieve Key Performance Indicators (KPIs) including average call response time, query resolution time, and daily call volume.
- Act as the primary point of contact for service requests and retain ownership until closure.
- Manage complex relationships and high-profile portfolios.
- Build and maintain strong client connections to ensure high customer satisfaction.
- Provide a single focal point of contact for transaction services, ensuring superior customer focus and timely resolution.
- Collaborate with operations to expedite query resolutions and transaction processing.
- Work with sales and product development teams to resolve service issues and ensure product compliance with standards.
- Maintain thorough knowledge of cash management products and services to offer first-line support.
- Develop an understanding of client organization and priorities to deliver outstanding service.
- Follow up on incident resolution, analyze feedback, and manage complaints effectively.
- Investigate uncommon queries by consulting relevant experts.
- Provide information and expertise for business presentations, reporting, and training across internal and external stakeholders.
- Identify complaint trends, conduct root cause analysis, and contribute to automation of recurring inquiries.
- Respond to incoming calls according to quality and customer service standards.
- Ensure customers receive accurate product information and comprehensive buying advice.
- Foster strong interdepartmental relationships to meet organizational goals.
- Comply with Data Protection and KYC regulations.
- Undertake training to improve knowledge of e-Channels and front office duties.
- Maintain a professional demeanour and protect the Group's image during phone interactions.
- Handle customer requests and complaints professionally to achieve positive outcomes.
- Follow up unresolved inquiries and recommend process improvements.
- Implement front office guidelines diligently.
- Adhere to data protection policies consistently.
- Participate actively in staff meetings and identify areas for personal development.
- Uphold confidentiality and data protection standards at all times.
Qualifications
- Bachelor's degree in business administration, Finance, or a related field.
- Minimum 5 years of experience in a help desk, client service in banking sector.
- Excellent written and verbal communication skills in English; Arabic is preferred.
- Strong knowledge of banking products and e-channel services.
- Proficient in using customer service software and Microsoft Office applications.
- Typing speed of at least 30 words per minute.
- High level of integrity, professionalism, and self-management.
- Excellent problem-solving and decision-making abilities.
- Strong planning, organizational, and analytical skills.
- Ability to work effectively in diverse, multicultural teams.
