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Job Description
1. Monitoring
Responsible of monitoring and reporting on customer activity across all access channels and will be recording all relevant information in the CRM database as well as monitor and produce customer satisfaction and key performance measures.
2.Planning
planning, leadership and management of the customer service team, ensure compliance with CRM and protection guidelines and to also contribute to management meetings and support the business planning process.
3. Development
lead, develop and manage a customer-focused culture.
to embody and promote the business brand and values.
lead, motivate and empower staff to create an engaged and motivated workforce that delivers an outstanding customer experience.
responsible for the employment and monitoring of customer focused processes, policies and procedures.
4. service Improvement
Strategic plans to develop service at level of :
- Employee.
- Technology & Process
- Customer
- Environment.
Provide suggestions to develop service in terms of measurement system and provide service.
5. Customer complaints:
improve complains alignment at channels SLA.
Solve and follow –up customer complains.
Qualifications, Experience, & Skills
High potential individual who has the following skills;
- Problem solving skills.
- Customer service.
- Quality Management.
- Proficiency in English.
- Computer literacy.
- Banking industry knowledge
Education
Business Administration , Quality Management , Information System Required .