Digital Customer Support Agent / Outsource

Digital Customer Support Agent / Outsource
نوع العمل : عمل جزئى
الخبرة : 3-5 سنة
الراتب : Not mentioned
المكان : Giza

COO
Department
GTB Governance & Support
Locations
Giza
Years Of Experience
From 2 To 4 Years
Qualifications


Qualifications & Experience


Bachelor degree in Business, Finance, Accounting or Information Technology or a related field


Understanding of banking and financial services industry globally


Prior experience working in a fast growing business in emerging markets


Critical judgment and decision-making.


Skills


Excellent command of English & Arabic Languages


Good communication skills


Good Analytical thinking and problem solving skills


• Proficient User of MS Office
Responsibilities


• Ensure the coordination and support with the Online Channels Operations team to ensure smooth daily operations.


• Handle GTB customer enquiries and refer leads to appropriate distribution channel.


• Resolve GTB customer complaints and issues efficiently to minimize business and franchise impact, escalating to related stakeholder is necessary


• Deliver high quality customer service focused approach to provide operational support to customers.


• Maintain a customer centric approach and effectively respond to service level agreements with an emphasis on first call resolution. Work on and follow up with clients on research requests and problems.


• Resolve issues through full ownership and resolution, to ensure customer issues are solved efficiently and effectively.


• Troubleshoot wide-range issues, identify and mitigate risks, and keep management informed.


• I dentify the root cause of issues and service/product improvement opportunities to minimize reoccurrence.


• Walk customer through Product User Guide requirements and Active set up, to resolve customer issues related to system usage.


• Provide a high level of responsiveness when servicing clients and internal employees, to ensure resolving of issues efficiently and effectively.


• Finalize key cross-functional business deliverables & guarantee effective coordination with other stakeholders and timely delivery of Corporate and business Banking work streams.

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