- To respond to incoming client calls in accordance with quality and customer service standards
- To provide complete, accurate product information
- To maintain confidentiality following Data Protection policies & procedures
Qualifications
- Candidate must have at least a High School diploma or equivalent.
- Min. 1 year of experience in a banking call center with good knowledge of products, front office operations and control
Skills
- Excellent communication skills in Arabic & English are required.
- Proficient typist and able to learn customer service software applications
- Possesses outstanding planning, problem-solving, and decision-making skills
1- Responding to customer inquiries
The main goal is to help the customer. When the customer initiates communication through one of the available channels, the customer service representative assumes the task of responding to the inquiry. Responses are made using a saved text that the company distributes to employees. With training and repeating the response, your company representative does not need to review the text. The response shall be comprehensive and comprehensive, and the answer shall be immediate, to avoid exposing the customer to the boredom of waiting. With the advent of chatbots, which can perform this task, customer service representatives have other, more difficult tasks
2- Ensure that the customer is fully aware of the product
By communicating the correct information to the customer, you must ensure that the customer fully understands the information. To facilitate the process of referencing information, the customer service representative provides electronic links that include a database that helps the customer. This rule includes the product’s functions, uses, payment and delivery methods, and maintenance methods, if any.
3- Technical support and solving customers’ technical problems
Technical support includes services for booking maintenance requests, disassembly and installation inquiries, cleaning methods, and other questions related to activities following the process of purchasing and receiving the product. Support may be entirely through a customer service representative or may require a technical team visit to complete the task.
