To delight internal and external customers over the telephone.

Key Result Areas

• Interact with customers over the phone to understand their banking needs.
• Provide excellent customer service to achieve customer loyalty.
• Resolve problems over the telephone on the spot.
• Convert sales opportunities to meet financial targets.
• Clarify and explain procedures and products over the telephone.
• Capture and report customer feedback towards continual product development.
• Operates in a Call Centre environment where the interface with customers is over the telephone.
• Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center.
• Mostly related to explaining procedures or providing information regarding retail banking products.
• Also involves root cause analysis and reversals of charges and fees when necessary.
  
  

Operating Environment, Framework and Boundaries, Working Relationships

• Operates in a Call Centre environment where the interface with customers is over the telephone.
• Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center.
  
  

Problem Solving

• Mostly related to explaining procedures or providing information regarding retail banking products.
• Also involves root cause analysis and reversals of charges and fees when necessary.
  
  

Decision Making Authority & Responsibility

• Limited to certain functions which enable on-the-spot problem resolution.
  
  

Knowledge, Skills And Experience

• 1-3 contact center experience
• University Graduate (preferably with some finance / banking or maths component).
• Arabic and English .
• Very customer focused.
• Computer literate
• Excellent communication skills
• Strong listening skills.
• للتقديم الان