SahinaJ Firdaoussi

• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities
• Perform account transactions including accepting loan applications, opening accounts, and processing transfers, withdrawals and deposits
• Maintain service standards for quality customer service, turnaround time, accuracy and follow up
• Authorize service fee refunds within company guidelines
• Cross sell loan and deposit products and other services to new and existing customers
• Promote use of self-service functions such as online and mobile banking
• Provide input to management on workflow issues, patterns and improvements

* Cooperating with clients to determine their needs and advise them appropriate destination, modes of transportations, travel dates, costs and accommodations

* Providing relevant information, brochures and publications (guides, local customs, maps, regulations, events etc) to travelers

* Booking transportation, make hotel reservations and collect payment/fees

Use promotional techniques and prepare promotional materials to sell itinerary tour packages

* Dealing with occurring travel problems, complaints or refunds

Attending travel seminars to remain updated with tourism trends

* Entering data into our software and maintain client files

* Meeting with clients to determine travel needs, budgets and preferences.

* Sells and coordinates transportation, accommodations, insurance, tours and activities.

* Advising clients regarding destinations, cultures, customs, weather and activities.

* Collecting payments, books travel arrangements and pays applicable fees.

* Handling travel issues, conflicts, complaints, cancelations and refunds.

* Building and maintains relationships with travel and tour vendors.

* Actively sell/cross-sell asset and liability products to new and

existing customers

* Preparing, assess and recommend loan product applications

Processing Unit

* Receiving and process customer requests (e.g. account

opening De Morocco bank bank online requests,

* Encouraging customers to build their balances with the bank

in order to migrate to higher customer programs

* Generating leads for Elite and Elite Go

* Educating Classic and Advantage customers about

automated

* Attracting new customers to branch through personal

relations and existing customer referrals

* Responding to call center regarding customer inquiries

forwarded

* Meeting individual sales targets

* Participating in and potentially lead daily retail sales team

meetings

* Online & Mobile Banking: - Achieves monthly target to

onboard customers to Online/Mobile application