Job Purpose:

Demonstrate proficiency in responding to incoming contacts and make outbound calls at the assigned Workplace. Handle inquiries/complaints/fault reports/ service requests of routine nature with minimal supervisory support. Attend to, complex/ non-routine issues in consultation with the supervisor. Follow-up and seek feedback from customer / callers and interface with concerned sections/divisions/units as required. Comply with the prescribed policies, operating procedures and quality standards to ensure optimum satisfaction of all customers and callers. Attend to shift duties as assigned in order to ensure continuity in Contact Centre service operations. Exhibit tact, diplomacy & courtesy when dealing with or addressing all customers' calls/inquiries.

Key Accountabilities: 

• Answering inbound calls and assisting customer's inquiries, questions & complains
• Providing individualized customer service of high-standard professional level.
• Handles routine incoming contacts / emails with minimal supervisory guidance escalates recurrent/complex issues / concerns and resolve with supervisory assistance as required.
• Demonstrate politeness, poise, dignity and emotional maturity in handling the contacts.
• Handle difficult callers/inquiries with the required tact and sophistication. Handle calls effectively, with empathy and assertiveness where needed.
• Achieve the pre-set targets, with service quality, productivity and date capture.
• Conduct outbound calls and participates in telemarketing & survey exercise by interfacing with identifies customers, capturing the responses, tabulating the responses as required reviews with supervisor and assist in follow-up.
• Record calls details accurately into the bank applications.
• Report customer feedback towards continual products & services improvement cycle.
• Use scripting provided effectively and suggesting change required
• To actively participate in the ongoing development of the work team to achieve an effective and positive working environment.
• To be proactive as a customer service representative and provide suggestions for process improvement and service enhancement.

Qualifications Essential:

• High School or Diploma.

Language:

•  Good communication skills both oral and written in English & Arabic is must