Solutions Center Agent Customer Service

Job description / Role

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 standards and procedures in order to find solutions for customer or non-customer satisfaction.

Key responsibilities & accountabilities

• Answer customer query calls related to all DVPE services and products from DVPE and non-DVPE customers in order to establish an effective Solution Center.
• Make outbound calls, as required, for such purposes as conducting polls, administering surveys, following up cases, and product sales.
• Monitor, respond, and solve 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 superior service and solution delivery.
• Maintain the standard of the service quality established and DVP bank process.
• Ensure that all banking transactions are within bank policies and procedures.
• Actively contribute to a vibrant, collaborative team-focused environment.
• Report unsatisfied customers to the supervisor or manager on the spot.
• Assess, implement, and maintain internal control to mitigate operational risk, in particular fraud and operational losses.
• Provide constant follow-up with issues or requests raised by customers and track to ensure problems are solved or requests are completed.
• Ability to work flexible shifts (morning/night) and to adhere to the instructions of the team leader, especially in emergency cases.
• Adhere to attendance at meetings and trainings, and maintain 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 or customer service agent.
• Banking background industry is preferable 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-oriented, 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.