Call Centre Agent

National Bank of Fujairah; Fujairah City; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading financial institution in Fujairah seeks a Call Center Agent. The role focuses on handling customer inquiries effectively, striving for high satisfaction levels while adhering to call center standards. Ideal candidates will possess strong communication skills, relevant experience, and a passion for customer service.

Qualifications

• Experience in contact center or relevant service industry a plus.
• Typing/keyboarding skills of at least 35 WPM.
• Excellent Arabic/English communication skills.

Responsibilities

• Handle incoming customer requests and provide accurate responses.
• Resolve customer issues and educate on services.
• Maintain confidentiality and follow call center guidelines.

Skills

Customer Service

Verbal Communication

Written Communication

Telemarketing

Education

Graduate or equivalent

Job description

Press Tab to Move to Skip to Content Link

Handles incoming customer requests and uses company resources and call centre policies and procedures to provide complete and accurate responses. Uses call centre technologies and follows processes in accordance with call centre standards to ensure contact handling accuracy and operational effectiveness.

Key Accountabilities

• Agent is to answer all call center service calls with the appropriate greetings in a timely manner.
• Meet specific client performance requirements related to customer satisfaction and sales success.
• Meet specific customer service performance standards.
• Identify and handle customer requests completely and accurately.
• Resolve customer issues and problems to the satisfaction of the customer.
• Educate customer about the organizations services and direct them toward available resources for help.
• Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem.

Other Accountabilities

• Schedule, assign or act on any required customer follow-up in accordance with call center guidelines.
• Enter customer data and other relevant information into call center database as required.
• Suggest call center process improvements and participate in call center initiatives for increased effectiveness.
• Maintain confidentiality of the organization’s customers and data.
• Participate in team trainings and meetings to ensure knowledge is up-to-date
• Adhere to work schedule as planned.
• Ensure all outbound calls (follow –up)are executed in a timely manner
• Input/retrieve text and voice messages accurately and efficiently
• Maintain a current knowledge of each product range involved in the campaign
• Exhibit world-class service skills as well as CTS attributes of a positive attitude, strong work ethic, teamwork and a passion to serve.
• Perform other duties as assigned.
  

Other Accountabilities

Job Context

Not applicable

Education

Graduate or equivalent

Experience and Skills

•Contact center or relevant service industry experience a plus
•Excellent Arabic/ English -verbal/written communication skills
•Typing/keyboarding skills of at least 35 WPM
•Learn and apply knowledge about the customers' product and/or services. Great customer service and telemarketing skills

Change and Innovation - Basic

Communication - Basic

Evaluating and Solving Challenges - Basic

Results Orientation - Basic

Working and collaborating with others - Basic