Contact Center Agent (Outsource)

United Arab Bank; Sharjah; On-site; AED 48,000 - 60,000; Full time

Job summary

A leading bank in Sharjah seeks a motivated Customer Support Agent to manage customer interactions and enhance service quality. Ideal candidates will possess a Bachelor's degree and relevant experience. The role involves resolving inquiries effectively while ensuring a high standard of customer satisfaction across multiple channels.

Qualifications

• Minimum one year of experience in a customer support role.
• Familiarity with CRM systems and practices is beneficial.

Responsibilities

• Manage inbound & outbound customer interactions.
• Ensure queries are answered with a first-time resolution.
• Provide product and service information to customers.

Skills

Strong phone and verbal communication skills

Active listening

Customer focus

Adaptability to different personality types

Education

Bachelor's degree

Tools

CRM systems

Job description

Job Purpose

• Answer inbound & make outbound customer interactions to address inquiries, service requests and complaints. Project a professional image of bank throughout the interaction.
• Timely reporting to concerned parties on all operational risk, fraud, AML and related issues.
• Display UAB Values of Integrity, Customer Focus, Competence, Consistency and Courteousness.
• Adhere to Risk Management obligation which is systematic application of management policies, procedures and practices to the tasks of identifying, analyzing, evaluating, treating and monitoring risk. This helps to mitigate risks to acceptable levels of management.

Principal Accountabilities

• Manage inbound and outbound interactions in timely manner.
• Provide Bank customers with product and service information including Islamic Banking Customers.
• Ensure customers queries are answered with the aim of a first-time resolution.
• Ensure that queries are responded to within agreed response time.
• Ensure the best Customer Care experience is given to all customers.
• Handle customers across different platforms like email, live chat and telephony.
• Identify and highlight trends in any customer queries.
• Ensure CPR standards are implemented and being followed.

Qualifications & Experience

• Bachelor's degree
• Minimum one year of experience in a customer support role
• Strong phone and verbal communication skills along with active listening
• Familiarity with CRM systems and practices
• Customer focus and adaptability to different personality types