CONTACT CENTER INBOUND AGENT | OUTSOURCE

JOB PURPOSE

*To professionally handle inbound calls in terms of (inquiries, complaints, request) in order to maintain customer satisfaction and good image for the bank by providing a prompt, efficient and courteous service to customers. In addition, to apply the sales techniques during the inbound calls for eligible customers while abiding with the approved scripts to achieve the set sales targets for the branch in the sky strategy.*

KEY ACCOUNTABILITIES

Customer Calls Handling

1. Follow professional telephone etiquette/social media handling techniques and work policies to efficiently address various customer needs & concerns.

2. Handle 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.

3. Apply appropriate actions to effectively control a telephone calls interaction that improve the call average handling time/ interactions average response time.

4. Liaise with other departments to ensure proper closure of pending customers inquires/requests.

5. Ensure high service quality during inbound calls interactions, and handle customer’s complaints according to the Contact Center approved standards to maintain customer satisfaction.

6. Apply the sales techniques during the inbound calls for eligible customers / products while abiding with the approved scripts to achieve the set sales targets for the branch in the sky strategy.

7. Update customer records with details of the inquiry and the response ensure accuracy and availability of Customer records.

Post content on CIB official social media platforms (if needed) & within the agreed quality levels to maintain customer satisfaction.