Inbound Agent - Contact Center

AL AHLI BANK OF KUWAIT; al Asimah; On-site; KWD 8,000 - 12,000; Full time

Job summary

A prominent bank in Kuwait is seeking a Customer Service Representative to deliver exceptional customer service by addressing inquiries and promoting banking products. Ideal candidates should possess excellent communication skills in Arabic and English, along with a high school education or equivalent certification. This role offers an opportunity to engage with customers directly and contribute to their satisfaction and loyalty.

Qualifications

• Strong verbal and written communication skills to effectively convey information and enforce policies.

Responsibilities

• Handle inbound calls promptly and professionally, addressing customer inquiries.
• Uphold the highest standards of service quality.
• Maintain understanding of the bank's products and services.
• Enter customer information accurately.
• Follow established security protocols to safeguard customer information.
• Identify opportunities to promote and cross-sell banking products.
• Handle customer complaints and gather relevant information.

Skills

Excellent communication skills in Arabic and English

Problem-solving skills

Interpersonal skills

Education

High School Education or Equivalent Certification

Job description

Select how often (in days) to receive an alert:

Deliver exceptional customer service by addressing inquiries, ensuring satisfaction, and promoting banking products during customer interactions.

Generic Accountabilities

2. Corporate Governance and Compliance: Work fully within risk policies and procedures and compliance regulations, ensuring all divisional activities adhere to corporate governance and regulatory/legal frameworks.

Specific Accountabilities

• Handle inbound calls promptly and professionally, addressing customer inquiries, providing information, and resolving issues related to banking services.
• Uphold the highest standards of service quality, ensuring customer satisfaction through effective communication and problem resolution.
• Develop and maintain a comprehensive understanding of the bank's products and services to assist customers accurately.
• Enter customer information and transaction details accurately into the system, ensuring data integrity.
• Follow established security protocols to safeguard customer information and maintain confidentiality of banking transactions.
• Identify opportunities to promote and cross-sell banking products and services during customer interactions.
• Effectively handle customer complaints, gather relevant information, and escalate when necessary for resolution.
• Provide regular reports on call metrics, customer feedback, and trends to support continuous improvement efforts.

Job Success Factors

• Excellent communication skills in Arabic and English.
• Familiarity with banking products, services, and regulatory requirements.
• Strong problem-solving and interpersonal skills.
• Proficiency in using call center software and systems.

Education

High School Education or Equivalent Certification/Experience

Experience

Between 0-1 year of experience

Skills

Strong verbal and written communication skills to effectively convey information and enforce policies.

Work Contact

Internal: Call Center Back Officer & Contact Center Performance & Service Excellence
External: ABK Customers