Call Center Agent

Oman Investment Authority; Muscat; On-site; OMR 5,000 - 7,300; Full time

Job summary

Oman Investment Authority in Muscat is seeking a Call Center Agent to deliver exceptional customer service by handling inbound and outbound banking calls and assisting clients with a wide range of inquiries and transactions. The role requires fluent English and Arabic communication, excellent data entry accuracy, and a customer-centric mindset.

Fresh graduates are welcome, with flexible hours including evenings, nights, and weekends.

Qualifications

• University/College Diploma in Business Management or Business Administration.
• Fresh graduate with 0 years of registered work experience.
• Proficient verbal and written communication skills in English and Arabic.
• Willingness to work on flexible hours, including evenings, night shifts, and weekends.

Responsibilities

• Handles incoming calls from clients professionally and efficiently addresses banking-related queries, concerns and requests.
• Initiates outbound calls to clients as required including follow-ups and provides information on banking products and services.
• Accurately documents client interactions and records in the CRM system.
• Promotes and cross-sells bank products and services to meet targets.
• Assists clients with account inquiries, loans and financial transactions.
• Provides information about banking policies, procedures and regulatory requirements.
• Resolves client issues and complaints in a timely and satisfactory manner, escalating when necessary.
• Stays up to date on industry trends and changes in banking regulations to provide accurate information.
• Maintains professionalism, courtesy and empathy in all client interactions.

Skills

Customer service

Communication

English

Arabic

Education

Business Diploma

Tools

CRM software

Job description

Job Purpose

The Call Center Agent provides exceptional customer service by handling inbound and outbound calls He She serves as the first point of contact for valued clients assisting with a wide range of banking inquiries and transactions and contributes to the Bank s reputation and overall client satisfaction

Key Accountabilities

Handles incoming calls from clients professionally and efficiently addresses banking-related queries concerns and requests Initiates outbound calls to clients as required including follow-ups survey responses and provides information on our banking products and services Accurately documents client interactions ensures that all information is recorded and maintained in our customer database system Promotes and cross-sells our bank s products and services to meet individual and team targets Assists clients with account inquiries Loan and transactions financial inquiries Provides comprehensive information about banking policies procedures and regulatory requirements Resolves client issues and complaints in a timely and satisfactory manner escalates when necessary to the appropriate department Stays up to date on industry trends and changes in banking regulations to provide clients with accurate information Maintains a high level of professionalism courtesy and empathy in all client interactions Collaborates with team members to ensure the smooth operation of the call center and achieve team goals

Qualifications and Experience

University/College Diploma in Business Management or Business Administration (Marketing or Management Minor) Fresh graduate with 0 years of registered work experience. Awareness of banking products, services, and procedures. Familiarity with Customer Relationship Management (CRM) software is an advantage. Proficient verbal and written communication skills in English and Arabic. Ability to adapt to a fast-paced, dynamic work environment. Strong problem-solving skill. High attention to detail and accuracy in data entry. Customer-centric mindset with a strong focus on client satisfaction. Willingness to work on flexible hours, including evenings, night shifts, and weekends.

Note:This role is based in Muscat; therefore, priority will be given to candidates who reside in Muscat. Applicants from other regions will be considered only if a sufficient number of qualified candidates from Muscat are not available.