Customer Service Representative - Virtual Banking - Retail Banking Division (Watheefti Fair)

Job Description

• Interact with customers and service all transactional requirements.


• Answering all types of customers' transactions using (Tureconf, 3CX, Kiosk, Swift, ICBS, CBK application, social media, WhatsApp, ticking and E-mail).


• Service standards as defined to be adhered at all times.


• Any other assignments as defined by the Manager or Supervisor from time to time.


• Maintain service quality - (Following call protocol, CBK greeting ending, name, proper answers, polite and proactive response).


• Ensure accuracy of the information provided to customers, request support from Operations Officer if required.


• Keep customer information confidentiality


• Abide by IT Security policy and procedures.


• Suggest to the customer after finishing the transaction on usage of Mobile application, On-line Banking & other services.


• Number of calls answered and average time of call as per industry standards.


• Offering correct information while maintaining high service quality utilizing Virtual Banking Skills.


• Fast response and process to financial and non-financial.


• Communicate customer's suggestions/comments clearly to the Team Leader/Supervisor.


• Performing transaction as per bank procedures.


• Follow-up with Branch or concerned Dept. /Division for any issue related to the Unit


• Participate actively in training and supporting new CSR.


• Accordingly lead & supervise the team of CSR to run normal Virtual Banking transactions and tasks assigned by superiors.


• Communicate with Operations Officer/Operations Manager in case of need to solve service emergency requirements or system mal-functions.


• To test any new application, system and provide us with his points.

Skills

• Teamwork


• Communication


• Client Focus
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