Head Of Customer Service
Current- Contribute with the branch manager in setting the sales plan, daily sales activities and managing the branch P&L.- Transfers knowledge, guide and act as role model for junior staff and to ensure that the new hires on-boarding process is strictly adhered to.- Monitor the sales performance of the sales team by establishing a system of reports and communications that includes sales reports, cyclical sales meetings, sales newsletters & electronic bulletins.- Provide customers with basic information on all bank`s products/services to increase customer awareness & ensure a high level of quality service- Achieve assigned targets/volume/attrition/x-sell/deep-sell for the branch in both assets and liabilities to ensure that targets are met through walk-in relationship building and depending of existing customer base and companies as well as new to bank clients in a transparent & ethical way.- Track customers` inflows and outflows and contact customers to seek information on reasons for unexpected behaviors to maintain better-quality service level and meet set budgets.- Ensure that every customer interaction is conducted as a superior service experience and in line with the defined CIB customer service standards TAT and bank service indicators (including wait rime, telephone timeliness, reply to customer queries and messages etc.).- Handle customers` queries and complaints and ensure effective closure of complaints with the set TAT & SLA to reach customer satisfaction and loyalty.- Prepare a daily sales report (DSR) including sales activities and call reports, share it with sales and service officer to track sales performance achievement.- Respond positively and diligently to colleagues and coordinate and communicate effectively with branch staff and support units to ensure that customers` requests are processed timely and efficiently.
