Contact Center Operations Agent | CIB Egypt jobs in Smart Village

Commercial International Bank - CIB

If You are Looking for Jobs in Smart Village, Check out this Contact Center Operations Agent Job vacancy in Smart Village.

Your main responsibilities in this role include the following:

  • Customer Calls Handling
  • Follow professional telephone etiquette/social media handling techniques and work policies to efficiently address various customer needs & concerns.
  • Handle inbound interactions received on CIB’s official social media platforms professionally to maintain customer satisfaction and a good image for the bank by providing a prompt, efficient, and courteous service to followers.
  • Ensure high service quality during inbound/outbound call interactions, and handle customer complaints according to the Contact Center approved standards to maintain customer satisfaction.
  • Apply appropriate actions to effectively control a telephone call interaction that improve the call average handling time/ interactions average response time.
  • Liaise with other departments to ensure proper closure of pending customer inquiries/requests.
  • Update customer records with details of the inquiry and the response to ensure accuracy and availability of Customer records.
  • Post content on CIB’s official social media platforms (if needed) & within the agreed quality levels to maintain customer satisfaction.