Trainee Customer Care Associate

Emirates NBD Bank (PJSC); Ras Al Khaimah; On-site; AED 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Care Associate to join their inbound contact center team. In this role, you will be the first point of contact for customers, addressing their inquiries and complaints with professionalism and a commitment to service excellence. Your ability to identify process improvements and enhance customer experiences will be critical. This position offers a unique opportunity to work in a fast-paced environment while developing skills in problem-solving and strategic thinking. If you're ready to take on challenges and thrive in a customer-focused role, this is the perfect opportunity for you.

Qualifications

• Graduate with a bachelor's degree required.
• Ability to work under stress and manage change.

Responsibilities

• Handle customer inquiries related to banking products and services.
• Identify gaps in processes and develop actionable improvement plans.

Skills

Problem-Solving Skills

Analytical Skills

Strategic Thinking

Stress Management

Education

Bachelor's Degree

Job description

The inbound contact center unit handles incoming calls from bank customers and answers queries and complaints.

Job Purpose:

Receiving inbound calls to answer phones to respond to general customer inquiries, requests, and complaints. Project a professional company image through phone interaction.

Job Responsibilities:

• Professionally handle calls and address customer inquiries related to banking products and services.
• Proactively identify gaps in the journey and process and develop actionable plans to enhance them.
• Identify proactively opportunities to improve performance and create actionable plans that drive results.
• Route service requests accurately, capture mandatory information, and provide customers with relevant product and service details.
• Follow up with customer calls where necessary.
• Adherence to standard work procedures while handling customer calls.
• Please be sure to comply with information security and data privacy policies.
• Establish credibility by providing transparent information and addressing concerns honestly.
• Focus on day-to-day operations and ensure that targets are being met by the end of each month.

Desired Candidate Profile

Skills & Qualifications:

• Graduate, with bachelor’s degree.
• Able to join immediately.
• Able to work on rotational shifts and rotational weekends.
• The ability to work under stress.
• Problem-Solving Skills.
• Ability to lead, plan, and manage change.
• Strategic thinker.
• Analytical and ability to interpret complex MI.

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Emirates NBD Bank PJSC is Dubai's government-owned bank and is one of the largest banking groups in the Middle East in terms of assets.