Customer Service Representative - Emirati Talent

Job Purpose:

This position reports to the Contact Center Team Leader, accountable to provide the highest standards of customer service through the provision of telephone banking to existing and potential customers.

• a) Receive in-bound calls from customers, prospects and non-customers while maintaining established standards for number of calls, pick-up time, duration of call and quality of call.
• b) Provide high quality customer service by answering customer enquiries efficiently and politely with correct and complete information and redirect them where appropriate.
• c) Perform customer transactions accurately and in an efficient manner.
• d) Perform correct maintenance and set-up for customers.
• e) Enhance Revenue by identifying and maximizing selling and cross-selling opportunities.
• f) Identify customer problems and offer appropriate solutions.
• g) Continuous learning to keep up to date with changes to products, services, and procedures.
• h) Participate in Outbound calling programs and other projects and activities when required.
• i) Perform any other duties or responsibilities that are consistent with the role as assigned by management.

• High school diploma or bachelor’s degree or any other equivalent degree.

• Relevant certifications in writing or journalism or any other related field.

• Minimum of 1 year of experience in call center industry and customer service fields.

• Proficient in English & Arabic, both written and spoken.
• Familiarity with banking systems, Agent Desktop, call recording software, and email communication.
• Ability to remain patient and composed under pressure.
• Skilled in using PCs and Microsoft Office applications.