1. Organization Unit Purpose
The Inbound unit of the contact center handles incoming calls from customers of the bank and answers queries and complaints.
2. Job Purpose
To answer phones to respond to general customer inquiries, requests and complaints. Project a professional company image through phone interaction.
3. Job Responsibilities
- Answer calls professionally.
- Respond to customer inquiries with regards to banking products and services.
- Research required information using available resources.
- Handle and resolve customer Internet Banking inquiries and general complaints
- Complete call logs
- Route service requests to appropriate departments
- Capture every mandatory information with accuracy while raising service requests
- Provide customers with product and service information and route calls to appropriate resources
- Provide precise and accurate information to customers
- Follow up with customer calls where necessary
-Adherence to standard work procedures while handling customer calls
-Comply to information security and data privacy policies
4. Job requirements
Tanfeeth
Established in 2011, Tanfeeth is the Gulf Cooperation Council’s (GCC) first large-scale Business Service Partner and fully owned subsidiary of Emirates NBD. Tanfeeth is dedicated to supporting the Emirates NBD Group by delivering regional expertise, cost productivity, and excellence in customer service delivery in terms of quality, consistency and efficiency, to the Group’s growing customer base.
In Arabic, ‘Tanfeeth’ means ‘getting the job done’ and that’s exactly what we do! We function as an operations and service platform with international customer service standards. Our end goal is to continue to raise the benchmark for customer service across the region and deliver exceptional customer experience through partnership, passion & people.