Inbound Agent

Deliver exceptional customer service by addressing inquiries, ensuring satisfaction, and promoting banking products during customer interactions.

• Corporate Governance and Compliance: Work fully within risk policies and procedures and compliance regulations and ensure all divisional activities comply with corporate governance & regulatory/legal frameworks.

1. Inbound Calls: Handle inbound calls promptly and professionally, addressing customer inquiries, providing information, and resolving issues related to banking services.
2. Service Excellence: Uphold the highest standards of service quality, ensuring customer satisfaction through effective communication and problem resolution.
3. Product Knowledge: Develop and maintain a comprehensive understanding of the bank's products and services to assist customers accurately.
4. Data Entry and Accuracy: Enter customer information and transaction details accurately into the system, ensuring data integrity.
5. Security Protocols: Follow established security protocols to safeguard customer information and maintain the confidentiality of banking transactions.
6. Sales Opportunities: Identify opportunities to promote and cross-sell banking products and services during customer interactions.
7. Complaint Handling: Effectively handle customer complaints, gathering relevant information, and escalating when necessary for resolution.
8. Reporting: Provide regular reports on call metrics, customer feedback, and trends to support continuous improvement efforts.

1. Excellent communication skills in Arabic and English.
2. Familiarity with banking products, services, and regulatory requirements.
3. Strong problem-solving and interpersonal skills.
4. Proficiency in using call center software and systems.

High School Education or Equivalent Certification/Experience.

Between 0-1 year of experience.

Strong verbal and written communication skills to effectively convey information and enforce policies.

Internal: Call Center Back Officer & Contact Center Performance & Service Excellence
External: ABK Customers.