About the job

Job Purpose:

This position reports to the Contact Center Team Leader, accountable to provide the highest standards of customer service through the provision of telephone banking to existing and potential customers.

Main Responsibilities and Accountabilities:

a) Receive in-bound calls from customers, prospects and non-customers while maintaining established standards for number of calls, pick-up time, duration of call and quality of call.

b) Provide high quality customer service by answering customer enquiries efficiently and politely with correct and complete information and redirect them where appropriate.

c) Perform customer transactions accurately and in an efficient manner.

d) Perform correct maintenance and set-up for customers.

e) Enhance Revenue by identifying and maximizing selling and cross-selling opportunities.

f) Identify customer problems and offer appropriate solutions.

g) Continuous learning to keep up to date with changes to products, services, and procedures.

h) Participate in Outbound calling programs and other projects and activities when required.

i) Perform any other duties or responsibilities that are consistent with the role as assigned by management.

Education:

• High school diploma or bachelor’s degree or any other equivalent degree.

Professional / Technical Qualifications / Diplomas:

• Relevant certifications in writing or journalism or any other related field.

Experience:

• Minimum of 1 year of experience in call center industry and customer service fields.

Other Skills Required for the Job:

• Proficient in English & Arabic, both written and spoken.

• Familiarity with banking systems, Agent Desktop, call recording software, and email communication.

• Ability to remain patient and composed under pressure.

• Skilled in using PCs and Microsoft Office applications.

Responsibilities