Customer Experience Advisor

Who we are?

- onebank was established in 2020 as the company responsible for launching the 1st digital native bank in Egypt. The digital bank aims to create innovative solutions tailored to serve the needs of the banking customers in Egypt.

-Our main goal is to create a positive customer experience through the differentiated journey that our customers live while using the digital bank.

-Our Drive: We use our drive and commitment to energies, engage and inspire others, upholding the highest standards of work ethic, honesty and morality.

JOB PURPOSE

The Customer Experience Advisor is a pioneering team member of the team responsible for supporting the First Digital Bank in Egyp t. It is the first and only point of support for our pioneering customers across all channels (inbound/outbound calls, email, live chat, and social media).

Customer Experience Advisor will be the primary advocate, problem-solver, and technical point of contact, responsible for ensuring every customer interaction is a seamless, professional, and world-class digital banking experience. This role requires deep product knowledge, system savviness, and a strong capability for technical support and troubleshooting to deliver accurate, first-time resolutions that uphold our standard of innovation and excellence.

JOB DUTIES AND RESPONSIBILITIES

1. Problem Resolution and Troubleshooting: Serve as the frontline expert for all digital platform. Identify, diagnose, and resolve End to End cases related to mobile app, banking features, transaction errors, and system access with efficiency and clarity.
2. First-Time Resolution Champion: Handle all customer requests, complaints, and inquiries professionally, striving for maximum First Contact Resolution (FCR) by leveraging all available tools and applications.
3. Service Quality & KPI Achievement: Consistently meet and exceed defined performance KPIs, focusing on service excellence, including Net Promoter Score (NPS) and other key quality metrics.
4. Information & Incident Management: Provide accurate and timely information. Fully investigate customer inquiries to ensure all incidents and problems are resolved efficiently and within agreed Service Level Agreements (SLAs).
5. Brand Advocacy & Digital Savviness: Act as a proud advocate of the bank, protecting its reputation by adhering to the official Brand Tone of Voice and demonstrating a deep understanding of digital communication and trends.
6. Continuous Improvement: Proactively provide feedback and suggestions based on customer interactions to develop and improve the overall digital customer experience.
7. Stakeholder Collaboration: Effectively interact with internal teams (e.g., Technology, operation, business) where necessary to assist with efficient and comprehensive query or complaint resolution.
8. Perform other related duties or tasks as defined by the supervisor or resulting from evolving organizational needs and assigned agendas.

MINIMUM QUALIFICATIONS/EDUCATION/EXPERIENCE

• Bachelor’s degree or equivalent.
• Strong command of English (written and verbal).
• Banking/Financial Services knowledge is a significant advantage.
• Fresh graduate or maximum 2 years of relevant work experience.
• Preferable: Experience in a modern digital contact center environment