Customer Care Officer Pool

JOB PURPOSE / ROLE:

Assist in handle, through the call center, the accurate and efficient provision of clarifications on products and management of disputes, in order to increase customer satisfaction and support the public image of SIMAH as neutral party.

Key Responsibilities

Policies, Processes & Procedures

• Follows all relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.

Day- to-day operations

• Coordinate the day-to-day operations related to own job to ensure continuity of work.

Customer Service – Call Centre

• Coordinate in Provides answers to the inquiries set by phone and other channels on SIMAH’s products and services in order to promote and support the public image of SIMAH.
• Coordinate in Provides explanation and clarification to customers on credit reports, analyzing the different components of the report in order to enable their full understanding and acceptance from the customers.
• Assist in Handles the accurate and on time provision of first level of technical support to clients (members and customers) on technical issues, while escalates more complex problems to the relevant product channels.
• Assists in Opens ticket to the customer service system for commercial inquiries and following up on related customer inquiries.

Disputes Management

• Effectively coordinates in handles and clarifies customer inquiries related to dispute cases.
• Assists in Escalates all disputes that were not resolved to the Disputes Resolution Officer for further analysis and management so as to support their resolution within then time limits specified in the bylaws.
• Assists in Gathers all information retrieved from customers and proceeds to their analysis in order to identify trends and proposes actions and initiatives that will support the effectiveness of the products, increase the level of customer satisfaction and support the brand image of SIMAH as a neutral party.

Consumer Product Promotion

• Assists to promote the consumer products to the market during their communication with clients (inbound calls) and through “cold calls” (outbound calls), in order to increase their visibility and support the achievement of consumer products sales targets.

Reporting

• Assists in the preparation of timely and accurate reports of SIMAH to meet company and department requirements, policies, and standards.

Safety, Quality & Environment

• Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment.

Related Assignments

• Performs other related duties or assignments as directed.

Minimum Qualifications:

Bachelor or Diploma in related field.

Minimum Experience:

• 0 - 1 years of experience in customer service call center.

Language:

• English: Advanced.
• Arabic: Advanced.

Soft skills &Technical Knowledge areas:

• Very good knowledge of SIMAH’s products and services.
• Experience in call center management and ticketing process.
• Very good knowledge of the products and practices of the financial sector.