Customer Service Representative

Commercial Bank International; Sharjah; On-site; AED 40,000 - 60,000; Full time

Job summary

A financial institution in Sharjah is seeking a customer service representative to provide high standards of telephone banking support. Responsibilities include handling inbound calls, performing customer transactions, and identifying sales opportunities. The ideal candidate will have at least one year of call center experience and a bachelor's degree in a related field. Fluency in English and Arabic, along with strong communication skills, are essential for success in this role.

Qualifications

• Over 1 year of experience in call center industry and customer service fields.
• Experience with technical writing and interpersonal skills.

Responsibilities

• Receive in-bound calls from customers, prospects, and non-customers.
• Provide high-quality customer service by answering inquiries efficiently.
• Perform customer transactions accurately and efficiently.
• Enhance revenue through selling and cross-selling opportunities.

Skills

Fluency in English (Written and Spoken)

Verbal and written communication skills (English & Arabic)

Patience and calmness when working under pressure

Education

Studying or completed bachelor’s degree in related field

Tools

Bank’s core banking system

Agent Desktop

call recording system

Email

MS Office

Job description

Job Purpose

This position reports to the Contact Center Team Leader, accountable to provide the highest standards of customer service through the provision of telephone banking to existing and potential customers.

Duties and Responsibilities

1. Receive in-bound calls from customers, prospects and non-customers while maintaining established standards for number of calls, pick-up time, duration of call and quality of call.
2. Provide high quality customer service by answering customer enquiries efficiently and politely with correct and complete information and redirect them where appropriate.
3. Perform customer transactions accurately and in an efficient manner.
4. Perform correct maintenance and set-up for customers.
5. Enhance Revenue by identifying and maximizing selling and cross-selling opportunities.
6. Identify customer problems and offer appropriate solutions.
7. Continuous learning to keep up to date with changes to products, services, and procedures.
8. Participate in Outbound calling programs and other projects and activities when required.
9. Perform any other duties or responsibilities that are consistent with the role as assigned by management.

Education

• Studying or completed bachelor’s degree in related field.

Experience

• Over 1 years' experience in call center industry and customer service fields.

Other Skills Required for the Job

• Fluency in English (Written and Spoken)
• Bank’s core banking system, Agent Desktop, call recording system, Email
• Verbal and written communication skills (English &Arabic), including technical writing & interpersonal skills.
• Patience and calmness when working under pressure
• Competent use of PC & MS Office.