Location
Beirut – OMT Head office
Position Summary
Responsible for delivering high customer service quality to OMT customers,
analyzing their needs and keeping them abreast of OMT services.
Accountable for ensuring high customer satisfaction by providing prompt,
efficient and courteous service to OMT customers through solving their
cases, answering their queries, participating in surveys and reporting
problems to concerned divisions.
Primary Duties and Responsibilities
Customer Relationship Management
• Handles incoming calls from customers with high professionalism by resolving their problems, answering their questions or providing them with information following Contact Center procedures
• Analyses and evaluates customers’ requests; gathers needed data and case details and reports or escalates case to the concerned division by email when needed
• Follows up on customers’ cases and provides them back with updates on their case when needed
• Maintains accurate records and profiles for all customers and their cases whether seeking for information or submitting a complaint; updates system continuously along with case status
• Updates and maintains database and ensures data integrity and accuracy
• Supports in incoming cases management
• Handles incoming customer’s requests submitted through OMT Pay application related to digital transactions modification &
cancellation by ensuring timely and accurate resolution
• Handles incoming Live chats by efficiently addressing customer inquiries, resolving complaints, and offering detailed service information, ensuring a seamless and positive experience for customers
Knowledge, Skills, and Abilities
Qualifications:
• University Degree in Business Administration, Marketing, Public
Relations or equivalent (can be in progress)
Technical Skills:
• Proficiency in English and Arabic; French is a plus
• Proficiency in Microsoft Office
• Experience in customer service or any related field
Relevant Experience:
• 1 - 3 years in banking
Key Behavioral
Competencies
• Excellent customer service skills
• Excellent interpersonal skills
• Ability to work on own initiatives
• High level of ethics and compliance
• Ability to communicate properly and professionally
• Ability to build and maintain positive relationships
• Excellent organizational skills and attention to detail