Job Purpose:

• Attending customer calls, fulfilling their requirements, exceeding customer expectations, and responding within approval service standard accepting. This job entails servicing customer calls of inquiry, complaints, and suggestions in a professional and effective manner. This role requires knowledge of banking procedures, finance calculations of Profit rates and repayment methods, and many customer care skills in dealing with irate customers. This role is for both inbound calls and outbound calls. Outbound calls will be for leads, surveys, and for abandoned calls. It requires flexibility in working in Shifts of the morning, evening, and night shifts.             

 Responsibilities:

• Attended all customer’s calls & fulfilling their requests,

•  Promptly answering the call.

•  Maintain and improve service levels & team performance through efficiently answering calls and resolving them from the first call.

• Provide Feedback to Team Leaders on the “voice of the customer” – what is the customer asking about and demanding.

• Provide courteous and professional phone support to the caller.

• Authentication Bank process.

• Defining needs solutions.

• Enter new customer information in the pop-up screen and Update existing customer information if needed.

• Answer customers’ questions about products and offer suggestions to fit their needs.

• Advice customers with the best solution.

• Manage and resolve customer complaints by coordination with SQ and other departments.

• To provide high-quality service to customers

• To educate customers to use different channels

• To manage break time as staff will be alone during that shift.

Process customer transaction requests:

• Identifying customer requests.

• Making the right action.

• Apply the bank’s Approved standard operating procedure.

• Adhering to CBO guidelines in terms of KYC, IML…etc.

Perform cross-selling

• Advice customers on BN’s products.

• Linking the products with customers’ needs.

• Provide products features to the customers

• Making the right action.

• Follow-ups with Branches or DS regarding customer leads.

• Call the customer to check the status of the request.

• Achieve set targets in terms of service standards and customer transactions.

• To provide high-quality service to customers

• To educate customers to use different channels.

Managing customer care mailbox and social media inquiries.

• Handling customer inquiries through all channels with the best solution.

• Handle all social media responses as submitted by the marketing team.

• Following Up on Customer Cases that are pending with their colleagues in other departments for resolution and keeping the customer informed of the status.

• Logging the complaints /suggestions & suggestions into the tracking system

• Update the Marketing team about the status.

• Handling WhatsApp applications.

Fraud & ATM//CCDM Monitoring

• Monitoring all FRM transactions for Debit/Credit Cards.

• Handling all escalated transactions for a credit card by AFS.

• Reaching customers for confirming the transactions.

• Change the card status if needed.

• Update the fraud team for any suspected fraud.

People

• Be a good team player and improve multi-functional skills by taking initiative to learn other desk duties

• Other tasks related to the role as and when they come up

Higher Diploma

Knowledge & Skills:

• Good written and oral communication skills in English and preferably Arabic

• Good computer skills and customer care skills

• General information about the banking industry/economy.

• Knows about call center role, activity and working hours.

• Knowledge about the difference between Islamic banks and conventional banks.

• Strong customer focus and service-oriented.

• Strong phone and verbal communication skills.

• Strong listening skills

• Avoid any errors, mistakes which may result in financial losses