Customer Service Agent

Client of PENTABELL; Medina; On-site; SAR 42,000 - 66,000; Full time

Job summary

Pentabell is seeking two Customer Service Agents to support the Declined Transactions Team for one of its banking clients. The role involves contacting customers about specific declined transactions to enhance their experience.

You will follow approved scripts, explain outcomes, document interactions, and escalate unresolved cases. A relevant degree and prior experience in customer service or banking operations are preferred.

Qualifications

• Bachelor's or Master's degree in a relevant field.
• Experience in customer service, call center operations, banking operations, or a similar role.
• Strong verbal communication and customer-handling skills.
• Ability to manage a high volume of customer interactions accurately and professionally.
• Customer-focused mindset with good problem-solving and interpersonal skills.
• Ability to learn quickly and adapt to an established process.
• Basic knowledge of banking products and transactions.

Responsibilities

• Contact customers regarding selected declined transactions per approved strategy.
• Explain transaction outcomes clearly and respond to inquiries.
• Follow scripts, procedures, and escalation paths.
• Document customer interactions, outcomes, and feedback accurately.
• Escalate complex or unresolved cases to the appropriate team.

Skills

Verbal communication

Customer handling

Customer focus

Quick learner

High volume handling

Problem solving

Interpersonal skills

Education

Bachelor's or Master's degree

Job description

Company overview

Pentabell is seeking a skilled Customer Service Agent for one of its clients in the Banking sector The role involves supporting the Declined Transactions Team by contacting customers regarding specific declined transactions to enhance their experience

Position

Customer Service Agent

Summary

We are seeking two Customer Service Agents to support the Declined Transactions Team The team contacts customers following specific declined transactions as part of the existing contact strategy with the objective of enhancing the customer experience

Responsibilities

• Contact customers regarding selected declined transactions in line with the approved contact strategy
• Explain transaction outcomes clearly and respond to customer inquiries within the role scope
• Follow established scripts procedures and escalation paths
• Accurately document customer interactions outcomes and feedback
• Escalate complex or unresolved cases to the appropriate team

Requirements

• Bachelor's or Master's degree in a relevant field
• Previous experience in customer service, call center operations, banking operations, or a similar role
• Strong verbal communication and customer-handling skills
• Ability to manage a high volume of customer interactions accurately and professionally
• Customer-focused mindset with good problem-solving and interpersonal skills
• Ability to learn quickly and adapt to an established process
• Basic knowledge of banking products and transactions