Call Center Agent

Job Purpose:

The Call Center Agent provides exceptional customer service by handling inbound and outbound calls. He/ She serves as the first point of contact for valued clients, assisting with a wide range of banking inquiries and transactions, and contributes to the Bank s reputation and overall client satisfaction.

Key Accountabilities:

• Handles incoming calls from clients professionally and efficiently, addresses banking-related queries, concerns, and requests.
• Initiates outbound calls to clients as required, including follow-ups, survey responses, and provides information on our banking products and services.
• Accurately documents client interactions, ensures that all information is recorded and maintained in our customer database system.
• Promotes and cross-sells our bank's products and services to meet individual and team targets.
• Assists clients with account inquiries, Loan, and transactions financial inquiries.
• Provides comprehensive information about banking policies, procedures, and regulatory requirements.
• Resolves client issues and complaints in a timely and satisfactory manner, escalates when necessary to the appropriate department.
• Stays up to date on industry trends and changes in banking regulations to provide clients with accurate information.
• Maintains a high level of professionalism, courtesy, and empathy in all client interactions.
• Collaborates with team members to ensure the smooth operation of the call center and achieve team goals.

Desired Candidate Profile

Qualifications and Experience:

• University/College Diploma in Business Management or Business Administration (Marketing or Management Minor)
• Fresh graduate with 0 years of registered work experience.
• Awareness of banking products, services, and procedures.
• Familiarity with Customer Relationship Management (CRM) software is an advantage.
• Proficient verbal and written communication skills in English and Arabic.
• Ability to adapt to a fast-paced, dynamic work environment.
• Strong problem-solving skill.
• High attention to detail and accuracy in data entry.
• Customer-centric mindset with a strong focus on client satisfaction.
• Willingness to work on flexible hours, including evenings, night shifts, and weekends.