Representative, Outbound

Job Title

Representative, Outbound & Engagement

Location

Beirut – OMT Head office 

Position Summary

Responsible for proactively driving OMT customer growth by initiating outbound communications to elevate customer experience, analyze their needs, keep them abreast of OMT services and uncover new business opportunities.

Accountable for ensuring high customer satisfaction by implementing customer engagement frameworks, including customer retention initiatives, cross-selling & upselling programs and positioning OMT services as solutions, while ensuring every interaction is documented with precision.  Delivers professional, persuasive communication that strengthens relationships and accelerates adoption of OMT offerings.

Primary Duties and Responsibilities

Outbound & Engagement

• Initiates targeted outbound communication with potential, existing and inactive customers to maximize the usage of OMT Pay wallet and OMT VISA CARD, with a focus on increasing OMT active users
• Identifies and capitalizes on opportunities to cross-sell and up-sell OMT services by promoting relevant offerings based on customer needs, such as money transfers, bill payments, mobile top-ups, card services and other digital financial solutions, aiming to enhance customer value
• Executes proactive customer retention initiatives by contacting customers prior to service inactivity, card expiration, or other predefined engagement triggers, to expand customer engagement across OMT offerings and drive adoption of additional services
• Drives customer awareness of self-service solutions and digital services, encouraging adoption of OMT Pay App and ATM services to improve convenience and accessibility, while identifying customer needs and recommending suitable digital solutions
• Handles critical customer inquiries raised during outbound interactions and provides accurate information regarding OMT procedures, digital channels and available support options
• Conducts customer satisfaction and experience surveys to collect feedback, complaints and suggestions regarding OMT services and digital products by following predefined scripts for consistency and record data accurately in the system
• Reports complex issues or operational concerns related to OMT Pay App, or ATM services to the concerned departments for resolution and follows up to ensure timely resolution
• Contributes to improving customer loyalty by ensuring positive interactions and building trust with OMT customers
• Updates and maintains accurate records of all customer profiles, interactions, engagement activities and outcomes within the system to ensure data accuracy, completeness and integrity
• Ensures compliance with Contact Center procedures, service standards and communication guidelines
• Participates in internal training sessions and briefings related to customer engagement programs, product updates and service improvements

Knowledge, Skills, and Abilities

Qualifications:

• University Degree in Business Administration, Marketing, Public Relations or equivalent

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

Key Behavioral Competencies
• Excellent customer service and sales 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