Contact Center Agent

6 days ago


Sharjah, Sharjah, United Arab Emirates Invest Bank Full time

Job Purpose -

  • Answer inbound and make outbound customer interactions to address inquiries, service requests, and complaints. Project a professional image of the bank throughout the interaction.
  • Display main values of Integrity, Customer Focus, Competence, Consistency, and Courteousness while performing daily tasks.
  • Timely reporting to concerned parties on all operational risk, fraud, AML, and related issues.

Job Accountabilities -

  • Manage inbound and outbound interactions in a timely manner.
  • Cross-sell bank's products and services.
  • Address customers' needs by answering their queries and gathering feedback within the agreed response time to enhance service level.
  • Enhance first call resolution by addressing customers' requests right from the first time.
  • Ensure the best customer experience is provided to all customers.
  • Handle customer interactions across different platforms like emails, live chat, etc.
  • Ensure CPV cases are attended to and responded to within the agreed TAT; identify and report any suspected fraud cases.
  • Handle any ad-hoc projects assigned to the contact center once trained.

Qualifications, Experience & Skills -

Qualifications:

  • Diploma / Bachelor's Degree from a reputable institution.

Experience:

  • Previous experience in a customer support / contact center role.

Job Specific Skills:

  • Communication Skills.
  • Excellent customer service skills (including questioning, probing, listening, establishing rapport, matching, and closing).
  • Flexibility to work different shifts (the role requires 24/7 availability).
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