Head of Voice of the Customer

A GLIMPSE ABOUT CRÉDIT AGRICOLE EGYPT:

Crédit Agricole Egypt Since its launch in 2006, Crédit 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, Crédit 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’s national priorities.

With a universal customer-focused model, Crédit Agricole Egypt is “a whole bank just for you” serving the entire spectrum of customers: individuals, SMEs, enterprises, Corporate and public sector. Prioritizing its customers’ best interests, Crédit 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 Crédit Agricole Egypt’s endeavor to attain its customers’ satisfaction throughout its nationwide network of branches and its state-of-the-art fully-fledged platform of digital services. Furthermore, Crédit Agricole Egypt is in line with the world’s digital transformation, encouraging and implementing an innovative environment to exceed its customers’ 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.

• Contribute to defining and implementing customer-centric strategies to enhance overall customer satisfaction and retention.
• Aligned Voice of the Customer initiatives with organizational goals and objectives, driving a customer-focused culture across the organization.
• Oversaw the day-to-day operations of a high-volume call center, ensuring optimal performance and adherence to service level agreements.
• Developed and implemented a comprehensive quality assurance program to ensure consistent service quality across all VOC touchpoints.
• Conducted regular quality audits, analyzed customer feedback, and implemented process improvements to enhance service delivery and customer satisfaction.
• Monitored the KPIs and implemented corrective actions to address performance gaps and improve customer experience.
• Designed and executed customer retention strategies with our stakeholders, including loyalty programs, personalized retention offers and incentives, and proactive customer engagement initiatives.
• Managed the ATM network, ensuring operational efficiency, availability, and reliability of services.
• Oversaw cash management processes, ATM maintenance, and troubleshooting to minimize downtime and maximize customer convenience.
• Implemented security measures and compliance protocols to safeguard customer transactions and mitigate risks.

Qualifications:

• Bachelor Degree
• 10 years of Banking or Contact Center
• Excellent Command of English proficiency
• Project Management
• Crises Management