UAE national with FB
* Organization Unit Purpose
The Inbound unit of the contact center handles incoming calls from customers
of the bank and answers queries and complaints.
* Job Purpose
To answer phones to respond to general customer inquiries, requests and
complaints. Project a professional company image through phone interaction.
* Job Responsibilities
* Answer calls professionally.
* Respond to customer inquiries with regards to banking products and services.
* Research required information using available resources.
* Handle and resolve customer Internet Banking inquiries and general complaints
* Complete call logs
* Route service requests to appropriate departments
* Capture every mandatory information with accuracy while raising service requests
* Provide customers with product and service information and route calls to appropriate resources
* Provide precise and accurate information to customers
* Follow up with customer calls where necessary
* Adherence to standard work procedures while handling customer calls
* Comply to information security and data privacy policies
* Person Specifications
* Skills / Work Experience
* Knowledge of CRM systems (preferred)
* Basic Knowledge of Ms Office
* Telephone etiquette
* Excellent communication skills (written & verbal) The ability to multi-task
* The ability to work under stress
* Excellent interpersonal skills
* Basic Problem Solving Skills
* Basic Negotiation Skills
* Excellent typing skills
* Customer handling skills
* Thinking out of the box (Skills)
* U.A.E national: Entry Level
* Competencies
* Customer Service
* Performance Management
* Problem Solving
* Team Working
* Personal Effectiveness
Education and any other certification
U.A.E National: High School/Bachelor's degree