Team Leader, Customer Care Unit

Job Purpose

Manage the customer care team and hold overall accountability for the provision & delivery of a professional one-stop customer care unit. Manage the bank s reputation with regard to customer care in line with bank s established standards operating procedures and policies.

Principal AccountabilitiesWork ManagementEnsure superior customer services & manage all incoming customer care contacts with maximum quality and highest productivity.

Drive customer-centric evolution of customer care email handling process and recommend improvements Strong team management and cross-functional collaborationGuide the team on recognition and conversion of sales opportunities while answering prospect customers inquiries and deepen existing customers relationships by cross selling and generating sales leads.

Oversee and manage follow up activities and requests arising from customers requests and deliver as promised.

Apply sound & accurate product and service knowledge.

Identify, log and track complaints for complaint handling.

• Provide senior management with valid and regular customers feedback concisely
• Ensure efficient secrecy by applying the standard security measurements before providing any information to callers as specified by bank s policy & procedures
• Team retention and motivation
• Defining and achieving quality and productivity KPIs and overseeing and reporting on customer care team KPIs Product and service knowledge and competency in delivering training on same Satisfactory execution and follow up of complex customers requests till it is closed Oversight of First call resolutions and escalated complaints
• CRM, Genesys and other systems understanding
• Full compliance of AML and bank s policies and procedures