Customer Care Officer

Job Brief

The Customer Care Officer is responsible for delivering exceptional customer service and ensuring customer satisfaction. HE/SHE will be the primary point of contact for customers, providing support, resolving inquiries, and addressing concerns. The Customer Care Officer role is crucial in maintaining positive relationships with customers and promoting TAMWEEL ALOULA's reputation for excellent customer service.

Role & Responsibilities

• Serve as the main point of contact for customers, handling a wide range of inquiries, concerns, and requests through various communication channels (phone, email, chat, social media, etc.) and performing them accurately within defined service levels.
• Respond promptly, professionally, positively, and empathetically to customer inquiries and concerns, ensuring to identify customer needs and recommend suitable financial products, services, and channels to them thus contributing to improving customer satisfaction level.
• Conduct outbound calls to potential and existing customers to promote TAMWEL ALOULA financial products and services to meet and exceed sales targets on a regular basis.
• Build, maintain, and strengthen relationships with individual potential and existing customers, and identify and address any issues that may impact these relationships.
• Identify and assess customer issues, provide accurate information, troubleshoot problems, and offer effective solutions in a timely and professional manner.
• Resolve customer complaints in a timely manner, escalating issues to appropriate channels and management when necessary, and following up to ensure satisfactory resolution.
• Develop an in-depth understanding of the company's products or services to provide accurate information and support to customers, demonstrating expertise and confidence.
• Maintain detailed and accurate records of customer interactions, inquiries, complaints, and resolutions in the customer relationship management (CRM) system or other form (if needed).
• Gather customer feedback, suggestions, and insights to provide valuable input to the company's product development, service enhancements, and overall customer experience improvement.
• Collaborate effectively with cross-functional teams, including Retail sales, branches, marketing, Operations, and technical support, to ensure a seamless customer experience and facilitate prompt issue resolution.

Qualifications

• Bachelor's degree in business administration, commerce, finance, economics, or a related field is required.
• 0-2 years of experience in customer service, preferably within the financial services industry.
• Knowledge of retail financial services market, financial products and services.

Seniority level

Internship

Employment type

Full-time

Job function

Customer Service

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