Customer Service Champion Full-time Job

Job Title

Customer Service Champion

Department

Contact Center

Reporting to

Team Leader

Main Role (Overall Accountability)

To provide customer support services over the phone and promoting available alternate channels to all the retail banking customers of the bank across all the retail assets, liabilities and payment products of the bank.

Principal Accountabilities

• To assist the authenticated retail banking customers who call the call center with their queries, needs, complaints and suggestions in line with the departments process and policy manuals and within the overall ambit of the banks products and operating policies.

• To encourage customers and to enhance the IVR usage as alternative channel and directing them to the respective branch in the IVR tree corresponding to their query/request.

• To attend huddle meetings without fail on daily basis.

• To undergo training on new bank products, services, procedures & policies to be updated to resolve customer queries.

• To undertake data, clean up initiative during lean time of calls (To specify a target per month) *

• To pro-actively attend and escalate high Net worth customer complaints to the Team Lead on Floor.

• Ability to understand customers’ needs and provide appropriate solution and attention.

• Consistently deliver quality service to our customers to achieve total customer satisfaction.

• Solicit customers’ feedback and identify problem trends for improvement actions.

• To undertake specific roles and tasks related to the department as allocated by the Team Leaders / Officers.

• To update CTI information with correct & valid data for all calls attended during the shift.

• Support Contact Center cross functional teams, whenever needed.

Personnel Specification

• Good oral and written communication skills in English and Arabic so as to communicate credibly and effectively with customers and staff.

• Customer service orientation.

• Basic knowledge of PC operations.

• A pleasant voice, positive telephone manners.

• Attentive listening and communication skills.

• Bachelor's holder no work experience.