Associate, cet

Job Summary

Provide excellent customer service by handling all inbound interactions in a professional manner and resolving queries and complaints to the satisfaction of the customers.

• Contribute to ensuring call centre accessibility and SLA by adhering to assigned shift and schedule and answering calls timely.
• Ensure each inbound interaction (calls or non‑calls) is handled accurately and professionally according to 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 escalates potential risk issues or customer dissatisfaction to Team Leaders.
• Follow and abide by the rules and regulations of the bank, CBIS and internal Contact Centre.

• Provide 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, promptly escalating customer challenges to RMs for notification and resolution.
• Participate in training or development activities to improve own skills and knowledge.
• Highlight potential process improvements to Team Leaders.

• Bachelor’s Degree in business or equivalent.
• Prior experience in a related servicing role is an advantage.

• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Job function:
  Other
• Industries:
  Banking