bayt.com
Job Description
- Contribute to ensure call centre accessibility and SLA by adherence to the shifting and schedule assigned and answer calls timely.
- Ensure each inbound interaction (calls or non-calls) are handled in an accurate & professional manner as per guidelines and procedures to ensure customer satisfaction and mitigate risk.
- Handle queries and complaints to ensure quality of resolution within TAT.
- Perform cross sell, digital migration or other initiatives as required by Contact Centre management.
- Seek and promote feedback from customers via CSAT or survey for quality improvements.
- Immediately escalate potential risk issues or customer dissatisfaction to Team Leaders.
- Follow and abide the rules and regulations of the bank, CBIS and internal Contact Centre.
- Providing accurate and complete information to customers
- Prepare and pass on in a timely manner all documentation relevant to the call for action by the unit/concerned department.
- For Sadara or Private Banking customers, escalate customer challenges to RMs immediately for notification and resolution.
- Participate in training or development activities to improve own skills and knowledge.
- Highlight potential process improvements to Team Leaders.
Skills
Required Qualifications:
- Bachelors degree – banking, business, finance etc
Required Experience:
- 2-4 years in customer service role
Required Languages:
- English and Arabic (Fluent in both is a must)