Job Description
Job Purpose
- Deliver exceptional service to internal and external customers via phone (inbound, outbound, and call-back), chat, and email.
- Understand customer banking needs and provide accurate information and solutions.
- Ensure customer satisfaction and loyalty through prompt and professional service.
- Resolve customer issues across multiple channels (telephone, email, live chat) with end-to-end follow-up.
- Promote and migrate customers to digital banking channels.
- Identify and convert sales opportunities to meet financial targets.
- Explain banking procedures and products clearly over the phone.
- Capture and report customer feedback for continuous improvement of products and services.
Key Result Areas
- Achieve KPIs related to Adherence, CRD (Call Resolution Duration), AHT (Average Handling Time), Quality Score, Post-Call Survey Results, and Net Promoter Score (NPS).
Additional Responsib...
- Deliver exceptional service to internal and external customers via phone (inbound, outbound, and call-back), chat, and email.
- Understand customer banking needs and provide accurate information and solutions.
- Ensure customer satisfaction and loyalty through prompt and professional service.
- Resolve customer issues across multiple channels (telephone, email, live chat) with end-to-end follow-up.
- Promote and migrate customers to digital banking channels.
- Identify and convert sales opportunities to meet financial targets.
- Explain banking procedures and products clearly over the phone.
- Capture and report customer feedback for continuous improvement of products and services.
Key Result Areas
- Achieve KPIs related to Adherence, CRD (Call Resolution Duration), AHT (Average Handling Time), Quality Score, Post-Call Survey Results, and Net Promoter Score (NPS).
Additional Responsib...
Apply for this Position
Ready to join Mashreq? Click the button below to submit your application.
Submit Application