UAE Nationals Only- Senior Customer Service Officer CXC - RBG - Direct Banking Center Client Ex[...]

Job Purpose

To delight internal and external customers over the phone (inbound & outbound callback).

Responsibilities

• Interact with customers over the phone, chat, email to understand their banking needs.
• Provide excellent customer service to achieve customer loyalty.
• Resolve problems over live chat, email or telephone.
• Convert sales opportunities to meet financial targets.
• Clarify and explain procedures and products over the telephone.
• Capture and report customer feedback to support continual product development.
• Operate within standard rules and guidelines set by the Bank and unique to the Direct Banking Center.
• Explain procedures or provide information regarding retail banking products.
• Perform root cause analysis and reverse charges and fees when necessary.

Key Result Areas

• Achieve required KPI in areas such as Adherence, CRD, AHT, ...