CONTACT CENTER INBOUND AGENT

1. Follow professional telephone etiquette/social media handling techniques and work policies to efficiently address various customer needs & concerns.
2. Handle inbound interactions received on CIB official social media platforms in a professional manner to maintain customer satisfaction and good image for the bank by providing a prompt, efficient and courteous service to followers.
3. Apply appropriate actions to effectively control a telephone calls interaction that improve the call average handling time/ interactions average response time.
4. Liaise with other departments to ensure proper closure of pending customers inquires/requests.
5. Ensure high service quality during inbound/outbound calls interactions, and handle customer’s complaints according to the Contact Center approved standards to maintain customer satisfaction.