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.
• Consumer Protection - Ensure compliance with consumer protection standards including treating customers fairly, providing accurate information about products or services, responding promptly and courteously to inquiries, complaints, and feedbacks, protecting customer data, identifying and reporting any suspicious or fraudulent activities, continuously improving customer service and keeping abreast of regulatory expectations and SIB Conduct
• Risk Framework and associated procedures.
• Competency: Customer Service & Consumer Protection: The employee should demonstrate a thorough understanding of Consumer Protection Regulations and adhere to the bank's standards for fair treatment of customers, ethical conduct, and prompt resolution of customer complaints, provide accurate and comprehensive information to customers, and compliance with applicable laws and regulations. The employee should continuously strive to improve their knowledge of Consumer Protection Regulations and seek opportunities to provide input on bank policies and practices.

 Qualification, Experience & Other Skills

• Minimum Qualifications – Any Diploma or Bachelor degree
• Minimum Experience - 2 Years in the same function and industry
• Computers/ Systems /Software Skills - MS Office
• Languages – English & Arabic (Proficient)