Qureos Mentor

Crédit Agricole Egypt

<div>
 
 
 
 A GLIMPSE ABOUT CR&Eacute;DIT AGRICOLE EGYPT:
 
 
 
 
 
 
 
 
 Cr&eacute;dit Agricole Egypt
 
 Since its launch in 2006, Cr&eacute;dit Agricole Egypt has succeeded to become a strong player on the economic scene, positioning itself as the Reference European Bank in Egypt. Aiming to become a leading innovation-driven sustainable bank, Cr&eacute;dit Agricole Egypt is committed to bring its international expertise to the local market to serve its clients and drive the sustainable development in line with Egypt&rsquo;s national priorities.
 
 
 With a universal customer-focused model, Cr&eacute;dit Agricole Egypt is &ldquo;a whole bank just for you&rdquo; serving the entire spectrum of customers: individuals, SMEs, enterprises, Corporate and public sector. Prioritizing its customers&rsquo; best interests, Cr&eacute;dit Agricole Egypt presents an extensive range of services, tailored financial solutions and the sound advice, to accompany its clients in their walk of life. Awarded most innovative bank in Egypt, convenience and distinguished customer experience is Cr&eacute;dit Agricole Egypt&rsquo;s endeavor to attain its customers&rsquo; satisfaction throughout its nationwide network of branches and its state-of-the-art fully-fledged platform of digital services. Furthermore, Cr&eacute;dit Agricole Egypt is in line with the world&rsquo;s digital transformation, encouraging and implementing an innovative environment to exceed its customers&rsquo; expectations.
 
 
 In addition, for being an active contributor to the local economy, the bank is committed to support the development of the Egyptian community and the respect of the environment.
 
 
 
 
 
 
 
 
 
 Responsibilities:
 
 
 
 Leading Voice of the Customer initiatives, managing call center operations, ensuring service quality, driving customer retention, and enhancing the performance of the ATM network.
 
 
 
 
 <ul>
 <li>
 Contribute to defining and implementing customer-centric strategies to enhance overall customer satisfaction and retention.
 </li>
 <li>
 Aligned Voice of the Customer initiatives with organizational goals and objectives, driving a customer-focused culture across the organization.
 </li>
 <li>
 Oversaw the day-to-day operations of a high-volume call center, ensuring optimal performance and adherence to service level agreements.
 </li>
 <li>
 Developed and implemented a comprehensive quality assurance program to ensure consistent service quality across all VOC touchpoints.
 </li>
 <li>
 Conducted regular quality audits, analyzed customer feedback, and implemented process improvements to enhance service delivery and customer satisfaction.
 </li>
 <li>
 Monitored the KPIs and implemented corrective actions to address performance gaps and improve customer experience.
 </li>
 <li>
 Designed and executed customer retention strategies with our stakeholders, including loyalty programs, personalized retention offers and incentives, and proactive customer engagement initiatives.
 </li>
 <li>
 Managed the ATM network, ensuring operational efficiency, availability, and reliability of services.
 </li>
 <li>
 Oversaw cash management processes, ATM maintenance, and troubleshooting to minimize downtime and maximize customer convenience.
 </li>
 <li>
 Implemented security measures and compliance protocols to safeguard customer transactions and mitigate risks.
 </li>
 </ul>
 
 
 
 
 
 Qualifications:
 
 
 
 
 
 <ul>
 <li>
 Bachelor Degree
 </li>
 <li>
 10 years of Banking or Contact Center
 </li>
 <li>
 Excellent Command of English proficiency
 </li>
 <li>
 Project Management
 </li>
 <li>
 Crises Management
 </li>
 </ul>
</div>

Head of Voice of the Customer

<div>
 
 
 
 A GLIMPSE ABOUT CR&Eacute;DIT AGRICOLE EGYPT:
 
 
 
 
 
 
 
 
 Cr&eacute;dit Agricole Egypt
 
 Since its launch in 2006, Cr&eacute;dit Agricole Egypt has succeeded to become a strong player on the economic scene, positioning itself as the Reference European Bank in Egypt. Aiming to become a leading innovation-driven sustainable bank, Cr&eacute;dit Agricole Egypt is committed to bring its international expertise to the local market to serve its clients and drive the sustainable development in line with Egypt&rsquo;s national priorities.
 
 
 With a universal customer-focused model, Cr&eacute;dit Agricole Egypt is &ldquo;a whole bank just for you&rdquo; serving the entire spectrum of customers: individuals, SMEs, enterprises, Corporate and public sector. Prioritizing its customers&rsquo; best interests, Cr&eacute;dit Agricole Egypt presents an extensive range of services, tailored financial solutions and the sound advice, to accompany its clients in their walk of life. Awarded most innovative bank in Egypt, convenience and distinguished customer experience is Cr&eacute;dit Agricole Egypt&rsquo;s endeavor to attain its customers&rsquo; satisfaction throughout its nationwide network of branches and its state-of-the-art fully-fledged platform of digital services. Furthermore, Cr&eacute;dit Agricole Egypt is in line with the world&rsquo;s digital transformation, encouraging and implementing an innovative environment to exceed its customers&rsquo; expectations.
 
 
 In addition, for being an active contributor to the local economy, the bank is committed to support the development of the Egyptian community and the respect of the environment.
 
 
 
 
 
 
 Sales
 
 
 
 &middot; Manage a portfolio of customers achieving revenue goals, sales/service and portfolio growth targets across a range of products and services for a specific pre-defined set of customers to create a profitable durable relationship
 
 
 &middot; Provide the assigned portfolio of intermediate customers with personalized service so as to develop close relationships, achieve maximum profitable contribution for the bank and retain their loyalty
 
 
 &middot; Maintain a superior customer service experience including pre-empting issues and proactive servicing
 
 
 &middot; Ensure delivery of customer promise and practice brand values, Continue to maintain and improve the quality of service offered
 
 
 &middot; Maximize profitability from the priority base
 
 
 &middot; Actively identify new customers, grow affluent customers portfolio by introducing higher number of 'NTB' &lsquo;new to bank&rsquo; affluent customers
 
 
 &middot; Up-sell and cross-sell other bank products and services to existing customers
 
 
 &middot; Minimize customer attrition
 
 
 &middot; Maintain customer contact
 
 
 
 Operation &amp; Service Quality
 
 
 
 &middot; Orient and educate the walk-in customers on the use of the self-service zone
 
 
 &middot; Follow up with others, departments, pipeline credit/ operations dept. on pending cases
 
 
 &middot; Ensures handling and covering all customer requests / inquiries to deliver services excellence
 
 
 &middot; Efficiently handles customers complaints , escalating as appropriate
 
 
 
 CBE, Compliance, Audit, Procedures
 
 
 
 &middot; Responds to Compliance dept. requirements in terms of obtaining proper approvals
 
 
 &middot; Ensure implementation of all bank policies / procedures / KYC requirements
 
 
 &middot; Ensure following set procedures as per designation
 
 
 
 
 
 
 Qualifications:
 
 
 <ul>
 <li>
 Bachelor degree.
 </li>
 <li>
 1-2 years in retail banking, customer service
 </li>
 <li>
 Computer skills, ability to operate different MS applications, and CRM, CBS, etc.
 </li>
 <li>
 Interpersonal skills
 </li>
 <li>
 Sales skills
 </li>
 <li>
 Written &amp; oral communication
 </li>
 </ul>
</div>

Relationship Officer

Join Crédit Agricole Egypt and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Crédit Agricole Egypt

ABOUT_COMPANY

Head of Voice of the Customer

Relationship Officer