Inbound Agent - Contact Center

Reports To

Inbound Team Leader

Job Purpose

Deliver exceptional customer service by addressing inquiries, ensuring satisfaction, and promoting banking products during customer interactions.

Generic Accountabilities

2. Corporate Governance and Compliance Work fully within risk policies and procedures and compliance regulations and ensure all divisional activities comply with corporate governance & regulatory/legal frameworks

Specific Accountabilities

• Inbound Calls: Handle inbound calls promptly and professionally, addressing customer inquiries, providing information, and resolving issues related to banking services.
• Service Excellence: Uphold the highest standards of service quality, ensuring customer satisfaction through effective communication and problem resolution.
• Product Knowledge: Develop and maintain a comprehensive understanding of the bank's products and services to assist customers accurately.
• Data Entry and Accuracy: Enter customer information and transaction details accurately into the system, ensuring data integrity.
• Security Protocols: established security protocols to safeguard customer information and maintain the confidentiality of banking transactions.
• Sales Opportunities: Identify opportunities to promote and cross-sell banking products and services during customer interactions.
• Complaint Handling: Effectively handle customer complaints, gathering relevant information, and escalating when necessary for resolution.
• Reporting: Provide regular reports on call metrics, customer feedback, and trends to support continuous improvement efforts.

Job Success Factors

• Excellent communication skills in Arabic and English.
• Familiarity with banking products, services, and regulatory requirements.
• Strong problem-solving and interpersonal skills.
• Proficiency in using call center software and systems

Education

High School Education or Equivalent Certification/Experience

Experience

• Between 0-1 year of experience

Skills

• Strong verbal and written communication skills to effectively convey information and enforce policies.

Work Contact

Internal:Call Center Back Officer & Contact Center Performance & Service Excellence
External:ABK Customers

Interview Questions

JD Code

RBD 23.37

Job ID 6782