Quality Call Consultant
Mashreq
مجموع سنوات الخبرة :5 years, 1 أشهر
Key Responsibilities
⦁Assist in implementing the ethics policy and check compliance on regular basis.
⦁Prepare Quality Scripts/proposals.
⦁Prepare the dashboard (MTD) for Accuracy and courtesy on monthly basis for the telesales agents.
⦁To monitor calls and evaluate performance of telesales agents with regards to the quality of their service and sales techniques both for Inbound and Outbound calls.
⦁To evaluate overall “Service Quality” of calls for the Cards Portfolio Management Unit (CPMU) and make necessary recommendations to raise the standard.
⦁Develop scripts for the most frequent call experience and to tailor any scripts produced by the service team.
⦁To work closely with the team leaders and the Centre manager to make recommendations for training and filling the gaps, conduct training with regards to call handling techniques.
KEY ROLES
⦁Working in the Card Portfolio Management Unit that provide and access card facilities for the customer for a better banking which includes the credit card promotions.
⦁Easy Cash on Credit Cards.
⦁Credit Card Balance transfer for existing Bank Customers.
⦁Update EASY PAYMENT PLAN on Customer Credit Card.
⦁Cross sell future guard Insurance Policies provided by American Life Insurance Company (AIG).
⦁Resolve customer Complaints and recommend Product-service solutions.
⦁Adhere to potential customers and offer appropriate financial products-services.
⦁Deliver sales talk that describes Mashreq Bank Credit Card products in order to persuade potential customers to purchase and generate revenue to the Bank.
⦁Proven career record of consistently achieving set sales, department goals.
RESPONSIBILITES
⦁Preparing daily MIS to track movement.
⦁Customer Service towards the existing Credit Card Customer.
⦁Maintained a log sheet to note the transfer request.
⦁Handling Cancellations & Rebooking of existing deals on Credit Cards.
⦁Maintaining Monthly reports of number of deals booked by each agent.
⦁Buddy Training new staff.
⦁Cross checking Deals booked as per the Policies of Mashreq Bank.
⦁Handling customer complaints and recommend a hand to hand service solutions and resolve issues on an abrupt period of time.
⦁Responsible for providing effective sales bank-service solutions and also achieving a target of 1.5 million each month
⦁Attending customer calls for enquiry matters.
⦁Presenting a range of prepaid plans designed to fit the customer lifestyle and requirement.
⦁Explaining newly launched prepaid tariffs and basic plans.
⦁Attending and handling customer complaints.
⦁Recharge value enhancement schemes.
⦁New line activation and charging.