Senior Processor - Customer Retention & Support, Sharjah

Sharjah Islamic Bank; Sharjah; On-site; AED 60,000 - 90,000; Full time

Job summary

Sharjah Islamic Bank seeks a Senior Processor for Customer Retention & Support in Sharjah. The role focuses on responding to incoming contacts, addressing inquiries, complaints, and service requests with professional accuracy and courtesy.

You will perform outbound calls, capture feedback, and record details in bank systems, while collaborating with related sections to ensure continuity of service and adherence to quality standards.

Qualifications

• High School or Diploma is required.
• Proficient in English and Arabic, with strong written and spoken communication.

Responsibilities

• Answer inbound calls and assist customers with inquiries and complaints.
• Handle routine issues with minimal supervision and escalate complex cases.
• Conduct outbound calls and collect customer feedback or information.
• Document call details accurately in bank systems.
• Maintain courteous, professional service and uphold quality standards.
• Collaborate with teams to improve processes and customer experience.

Skills

Communication skills

Education

High School or Diploma

Job description

Careers for a Changing World of Islamic Banking.

Senior Processor - Customer Retention & Support

Job Purpose: Demonstrate proficiency in responding to incoming contacts and make outbound calls at the assigned Workplace. Handle inquiries/complaints/fault reports/ service requests of routine nature with minimal supervisory support. Attend to, complex/ non-routine issues in consultation with the supervisor. Follow-up and seek feedback from customer / callers and interface with concerned sections/divisions/units as required. Comply with the prescribed policies, operating procedures and quality standards to ensure optimum satisfaction of all customers and callers. Attend to shift duties as assigned in order to ensure continuity in Contact Centre service operations. Exhibit tact, diplomacy & courtesy when dealing with or addressing all customers' calls/inquiries.

Key Accountabilities:

• Answering inbound calls and assisting customer's inquiries, questions & complains
• Providing individualized customer service of high-standard professional level.
• Handles routine incoming contacts / emails with minimal supervisory guidance escalates recurrent/complex issues / concerns and resolve with supervisory assistance as required.
• Demonstrate politeness, poise, dignity and emotional maturity in handling the contacts.
• Handle difficult callers/inquiries with the required tact and sophistication. Handle calls effectively, with empathy and assertiveness where needed.
• Achieve the pre-set targets, with service quality, productivity and date capture.
• Conduct outbound calls and participates in telemarketing & survey exercise by interfacing with identifies customers, capturing the responses, tabulating the responses as required reviews with supervisor and assist in follow-up.
• Record calls details accurately into the bank applications.
• Report customer feedback towards continual products & services improvement cycle.
• Use scripting provided effectively and suggesting change required
• To actively participate in the ongoing development of the work team to achieve an effective and positive working environment.
• To be proactive as a customer service representative and provide suggestions for process improvement and service enhancement.

Qualifications Essential:

• High School or Diploma.

Language:

• Good communication skills both oral and written in English & Arabic is must

Sharjah Islamic Bank (SIB) started servicing the society in 1975; providing banking services to individuals and companies. An Amiri decree; released by His Highness Dr. Sheikh Sultan Bin Mohamed Al Qassimi the member of the Supreme Council & Ruler of Sharjah, was issued to launch & green-light the bank expedition. The bank was originally founded as National Bank of Sharjah and was suited the first bank to convert to Islamic Banking in 2002.

The revolutionizing from commercial banking to Islamic banking was a significant twist for the bank. Not only were specialized products & services modulated for customers, the banks entire organization was converted to be conventional to Islamic regulations. Now, SIB offers customers a broad range of Sharia'a compliant retail, corporate & investment services through the extensive UAE networks.