Job Purpose:
Responsible for conducting business primarily via telephone and using advanced contact technology to deliver exceptional customer service.

Key Responsibilities

• Achieve Key Performance Indicators (KPIs) including average call response time, query resolution time, and daily call volume.
• Act as the primary point of contact for service requests and retain ownership until closure.
• Manage complex relationships and high-profile portfolios.
• Build and maintain strong client connections to ensure high customer satisfaction.
• Provide a single focal point of contact for transaction services, ensuring superior customer focus and timely resolution.
• Collaborate with operations to expedite query resolutions and transaction processing.
• Work with sales and product development teams to resolve service issues and ensure product compliance with standards.
• Maintain thorough knowledge of cash management products and services to offer first-line support.
• Develop an understanding of client organization and priorities to deliver outstanding service.
• Follow up on incident resolution, analyze feedback, and manage complaints effectively.
• Investigate uncommon queries by consulting relevant experts.
• Provide information and expertise for business presentations, reporting, and training across internal and external stakeholders.
• Identify complaint trends, conduct root cause analysis, and contribute to automation of recurring inquiries.
• Respond to incoming calls according to quality and customer service standards.
• Ensure customers receive accurate product information and comprehensive buying advice.
• Foster strong interdepartmental relationships to meet organizational goals.
• Comply with Data Protection and KYC regulations.
• Undertake training to improve knowledge of e-Channels and front office duties.
• Maintain a professional demeanour and protect the Group’s image during phone interactions.
• Handle customer requests and complaints professionally to achieve positive outcomes.
• Follow up unresolved inquiries and recommend process improvements.
• Implement front office guidelines diligently.
• Adhere to data protection policies consistently.
• Participate actively in staff meetings and identify areas for personal development.
• Uphold confidentiality and data protection standards at all times.

Qualifications

• Bachelor’s degree in business administration, Finance, or a related field.
• Minimum 5 years of experience in a help desk, client service in banking sector.
• Excellent written and verbal communication skills in English; Arabic is preferred.
• Strong knowledge of banking products and e-channel services.
• Proficient in using customer service software and Microsoft Office applications.
• Typing speed of at least 30 words per minute.
• High level of integrity, professionalism, and self-management.
• Excellent problem-solving and decision-making abilities.
• Strong planning, organizational, and analytical skills.
• Ability to work effectively in diverse, multicultural teams.

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