Job Description
the Commercial International Bank - CIB Egypt is currently seeking a Call Center Operations Agent- Outsource who will be 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
Duties and Responsibilities
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
Job Requirements
Bachelor’s degree of Commerce, Business Administration, Accounting or its equivalent.
No minimum years of experience required.
Job Specific Skills
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.
Job Details
Company/Organization: Commercial International Bank - CIB Egypt
Vacancy Type: Full-time Job
Vacancy Category: Customer Service
Job Locations: Smart Village, 6th of October, Giza, Egypt
Application Deadline: N/A
Apply on CIB website
