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Solutions Center Agent"Customer Service"

Solutions Center Agent"Customer Service"

SSC HR SolutionsCairo, Cairo Governorate, EG
30+ days ago
Job type
  • Quick Apply
Job description

Job Purpose

  • Provides outstanding customer service in a Solution Center team through handling inbound and outbound calls as well as digital Channels (social media and live & video chatting). Related to customer questions, feedback, complaints with DVPE’s retail banking products and services in order to meet the bank’s objectives of being recognized as the foremost service provider in Egypt.
  • Provide first call resolution ensuring compliance with set of standards and procedures in order to find solutions for customer or non-customer satisfaction.

Key Responsibilities & Accountabilities

  • Answers customer queries calls related to all DVPE Services and Products from DVPE and non-DVPE customers in order to establish effective solution Center.
  • Make outbound calls, as required, for such purposes as polling, administering surveys, follow up cases, and product sales.
  • Monitors, response and solving all social media channel comments, complaints, requests and inquiries.
  • Utilize prescribed software to document, process and / or track all customer data and follow-up.
  • Maintain an up-to-date knowledge of all products and services to ensure a superior service and solution delivery.
  • Maintain the standard of the service quality established and DVP bank process.
  • Ensure that all banking transactions are within banks policies and procedures.
  • Actively contribute to a vibrant, collaborative team focused environment.
  • Report unsatisfied customers to the supervisor / manager on spot to be.
  • Assess implements and maintains internal control to mitigate operational risk, in particular fraud and operational losses.
  • Provide constant follow up with issues / request raised by customers and tracking to ensure problem solved or request done.
  • Ability to work flexible shifts (morning / night) and to adhere to the instructions of the team leader, especially in emergency cases.
  • Adherence to attendance at meetings and trainings, and positive interaction with colleagues.

    • Requirements

    Educational Qualifications & Experience

  • Bachelor’s degree Holder.
  • Very Good English Skills (Spoken & Written).
  • Banking Knowledge.
  • 1+ years of experience as a Call center / Customer service Agent.
  • Banking background industry is preferrable but not a must

    • Skills

  • Good Communication skills in Arabic and English.
  • Ability to work under pressure and flexibility with shift working hours.
  • Good knowledge of bank network, products, systems, and processes.
  • Computer literate including good keyboard skills.
  • Positive attitude, detail, and customer oriented.
  • Excellent multitasking.
  • Good tone of voice, clear speaking voice.
  • Problem-Solving and Flexibility.
  • Good listener.
  • Ability to Learn.
  • Team Player.

    • Critical Success Factors

  • Hands-on and proven experience with Digital Channels.
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    Center • Cairo, Cairo Governorate, EG