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Posted YesterdayCall Center Agent Quality
at Aljazira Bank | بÙ٠اÙجزÙرة
GlobalRemote
Responsibilities
- Support the achievement of assigned call center KPIs including call quality scores, service levels, and customer satisfaction targets.
- Inform customers clearly of available products, services, and relevant bank policies and procedures.
- Gather and document customer feedback, complaints, and escalation details accurately in the call center system.
- Coordinate with relevant internal departments to follow up on customer requests that require cross-functional resolution.
Requirements
- Ensure understanding of the strategic objective for the Bank and support in achieving the department's strategy and related strategic plans. Core Responsibilities:
- Bachelor's in Business Administration, Banking, or a relevant major.
- A relevant Professional Certificate is preferred. No
- experience is needed with Bachelor's degree or around 1 year of experience with Diploma's degree. Prior
- experience in call center operations, customer service, or banking customer support or a relevant field is preferred. Key Skills:
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Additional details
- Remote work refers to a work arrangement where employees perform their job duties from home.
- Assist in implementing Contact Center quality assurance framework, including call monitoring methodologies, scoring criteria, and improvement action plans.
- Assist customers by responding to inbound calls, inquiries, requests, and complaints in a courteous, efficient, and professional manner.
- Collect accurate customer information and complete relevant documentation to process service requests and resolve queries.
- Seek opportunities to cross-sell bank products and services to customers during interactions based on identified needs.
- Help identify and escalate unresolved customer complaints or system issues to the Call Center Supervisor promptly.
- Adhere to all applicable bank policies, compliance standards, and SAMA regulatory requirements at all times. Qualifications & Experience:
- Regulatory Compliance and Risk Awareness Product Knowledge
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