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Customer Service Officer.CXC - RBG - Direct Banking Centre-Egypt COE.Client Experience and Conduct Group-MEGPCOE
EgyptPosted 2 weeks ago
Full-timehybrid
Job Description
| To deliver exceptional support to internal and external customers via live chat platforms: • Engage with customers through live chat to understand and resolve their banking needs. • Deliver prompt and effective support to enhance customer satisfaction and loyalty. • Troubleshoot and resolve queries efficiently over chat. • Ensure timely follow-up on unresolved chat issues. • Migrate the customers to digital channels • Clarify and explain procedures and products over the telephone. • Identify sales opportunities during chat interactions to meet financial targets. • Collaborate with internal teams for seamless support handoffs and feedback loops. |
| Achieve the required KPI set in term of Adherence CRD AHT Quality score post call CSAT |
| • Handle chat interactions within defined service levels and quality standards. • Capture customer feedback to drive product and service improvements. • Maintain adherence to process flows and compliance protocols in a chat environment. • 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. • Escalate issues appropriately and document chat interactions as per policy. |
| • University graduate (preferably with some background in finance, banking, or mathematics). • 1–3 years of experience in customer support or chat support roles. • Strong customer focus with empathy and patience. • Computer literacy and quick typing skills are essential. • Proficiency in English and Urdu/Hindi (verbal and written). • Strong communication and interpersonal skills. • Ability to multitask and manage time effectively in a fast-paced chat environment. |
The leading financial institution in MENA
While more than half a century old, we proudly think like a challenger, startup, and innovator
in banking and finance, powered by a diverse and dynamic team who put customers first.
Together, we pioneer key innovations and developments in banking and financial services.
Our mandate? To help customers find their way to Rise Every Day, partnering with them through
the highs and lows to help them reach their goals and unlock their unique vision of success.
Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.
We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.