Kafu - Agent

Tawteen

Customer Service & Call Handling

• Promptly answer calls and provide courteous, professional assistance.
• Resolve customer inquiries on the first attempt (First Call Resolution).
• Guide Kafu customers in navigating the app, resolving issues, enabling/disabling features, and promoting digital self-service.
• Educate customers on the Bank s service channels (digital banking, ATMs, self-service).

Transactions & Compliance

• Identify and process customer requests accurately.
• Ensure adherence to SOPs, CBO regulations, KYC, and AML requirements.
• Authenticate customers as per Bank procedures.

Sales (Cross-Sell / Upsell)

• Promote Bank Nizwa s products and services, matching them to customer needs.
• Provide clear explanations of product features and benefits.
• Follow up with branches and Direct Sales (DS) teams on leads and customer inquiries.
• Meet set targets for cross-selling, upselling, and service standards.

Multi-Channel Support

• Manage customer inquiries via phone, email, WhatsApp, and social media.
• Coordinate with the Marketing team on timely social media responses.
• Log and track complaints, suggestions, and feedback.
• Provide updates to customers on pending cases.

Fraud Monitoring & Risk Control

• Monitor FRM alerts for debit/credit card transactions.
• Handle escalated card transactions from AFS.
• Contact customers to confirm suspicious transactions.
• Block/unblock cards as required and escalate cases to the Fraud Team.

Teamwork & Development

• Work collaboratively with team members and support a positive team environment.
• Participate actively in team meetings and contribute process improvement ideas.
• Take ownership of personal development through training and feedback.
• Perform additional tasks assigned by management to support departmental success.
• Identify customer requests accurately and efficiently.
• Take appropriate actions to address customer needs and complete transactions.
• Apply the bank s approved standard operating procedures in all transactions.
• Ensure adherence to (CBO) guidelines, including KYC AML, and other regulatory requirements.
• Handle customer inquiries across all channels (email, social media, etc.) and provide the best possible solutions.
• Manage social media responses in coordination with the marketing team, ensuring timely and appropriate replies.
• Follow up on customer cases pending resolution from colleagues in other departments and keep customers informed about the status.
• Log complaints, suggestions, and feedback into the tracking system accurately and in a timely manner.
• Provide regular updates to the marketing team regarding the status of social media inquiries and customer feedback.
• Manage and address inquiries received through WhatsApp applications efficiently.
• Be a good team player, supporting colleagues and fostering a positive working environment.
• Perform other tasks related to the role as and when they come up, contributing to the overall success of the department.
• Actively participate in team meetings and contribute ideas for improving processes and customer service.
• Take responsibility for personal development by seeking out training and feedback opportunities.
• Perform other tasks related to the role as and when they come up, contributing to the overall success of the department.