Contact Center Agent ( UAE National )

Job Description

Description

Job Purpose:

Provide & deliver a professional one-stop customer service and create a positive impression of the bank over the phone in line with bank’s established standards operating procedures and policies.

Principal Accountabilities:

Ensure providing superior customers’ services & answer all incoming calls with maximum quality and highest productivity.

Recognize and convert sales opportunities while answering prospect customers’ inquiries and deepen existing customers’ relationships by Cross Selling and generating sales leads.

Applying sound & accurate product knowledge.

Follow up all activities and requests arising from customers’ calls and deliver as promised.

Complaints’ handling and problems’ resolution.

Checking and updating customer’s data and information.

Provide management with valid and regular customers’ feedback.

Ensure efficient secrecy by applying the standard security measurements before providing any information to callers as specified by bank’s policy & procedures

Achieving quality and productivity KPIs

Satisfactory execution and follow up of customers’ requests till it is closed

First call resolution and number of escalated complaints

Full compliance of AML and bank’s policies and procedures

Requirements

Education and Experience

Bachelors Degree

3-4 years’ similar experience in the contact centre