Customer Service Officer.CXC - RBG - Direct Banking Centre-Egypt COE.Client Experience and Conduct Group-MEGPCOE

Key Result Areas Interact with customers over the phone to understand their banking needs. Provide excellent customer service to achieve customer loyalty. Resolve problems over the telephone on the spot. Convert sales opportunities to meet financial targets. Clarify and explain procedures and products over the telephone. Capture and report customer feedback towards continual product development. Operates in a Call Centre environment where the interface with customers is over the telephone. Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center. Mostly related to explaining procedures or providing information regarding retail banking products. Also involves root cause analysis and reversals of charges and fees when necessary. Operating Environment, Framework and Boundaries, Working Relationships Operates in a Call Centre environment where the interface with customers is over the telephone. Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center. Problem Solving Mostly related to explaining procedures or providing information regarding retail banking products. Also involves root cause analysis and reversals of charges and fees when necessary. Decision Making Authority & Responsibility Limited to certain functions which enable on-the-spot problem resolution. Knowledge, Skills and Experience 1-3 contact center experience University Graduate (preferably with some finance / banking or maths component). Arabic and English . Very customer focused. Computer literate Excellent communication skills Strong listening skills.