Customer Service Officer.CXC - RBG - Direct Banking Centre-Egypt COE.Client Experience and Conduct Group-MEGPCOE

Achieve the required KPI set in term of Adherence CRD AHT Quality score post call CSAT • Handle chat interactions within defined service levels and quality standards.
• Capture customer feedback to drive product and service improvements.
• Maintain adherence to process flows and compliance protocols in a chat environment.
• Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center.
•Mostly related to explaining procedures or providing information regarding retail banking products.
• Escalate issues appropriately and document chat interactions as per policy. • University graduate (preferably with some background in finance, banking, or mathematics).
• 1–3 years of experience in customer support or chat support roles.
• Strong customer focus with empathy and patience.
• Computer literacy and quick typing skills are essential.
• Proficiency in English and Urdu/Hindi (verbal and written).
• Strong communication and interpersonal skills.
• Ability to multitask and manage time effectively in a fast-paced chat environment.

Same Posting Description for Internal and External Candidates