Remote OK
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Remote
Call Center Agent Quality
Aljazira Bank | بÙ٠اÙجزÙرة
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اÙرÙاض, اÙرÙاض اÙسعÙدÙØ©
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Full Time
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1 week ago
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description Job Description
ajb Remote Working Arrangement:
• Remote work refers to a work arrangement where employees perform their job duties from home.
Strategic Competencies:
• Ensure understanding of the strategic objective for the Bank and support in achieving the department's strategy and related strategic plans.
Core Responsibilities:
• Assist in implementing Contact Center quality assurance framework, including call monitoring methodologies, scoring criteria, and improvement action plans.
• Assist customers by responding to inbound calls, inquiries, requests, and complaints in a courteous, efficient, and professional manner.
• Collect accurate customer information and complete relevant documentation to process service requests and resolve queries.
• Seek opportunities to cross-sell bank products and services to customers during interactions based on identified needs.
• Support the achievement of assigned call center KPIs including call quality scores, service levels, and customer satisfaction targets.
• Inform customers clearly of available products, services, and relevant bank policies and procedures.
• Gather and document customer feedback, complaints, and escalation details accurately in the call center system.
• Help identify and escalate unresolved customer complaints or system issues to the Call Center Supervisor promptly.
• Coordinate with relevant internal departments to follow up on customer requests that require cross-functional resolution.
• Adhere to all applicable bank policies, compliance standards, and SAMA regulatory requirements at all times.
Qualifications & Experience:
• Bachelor's in Business Administration, Banking, or a relevant major.
• A relevant Professional Certificate is preferred.
• No experience is needed with Bachelor's degree or around 1 year of experience with Diploma's degree.
• Prior experience in call center operations, customer service, or banking customer support or a relevant field is preferred.
Key Skills:
• Customer-Centric Approach
• Customer Complaint Resolution
• Regulatory Compliance and Risk Awareness
• Product Knowledge
Please mention the word **SUFFICE** and tag RMmEwMjo0NzgwOjJiOjE5NDk6MDoyODFhOjJlNTM6MQ== when applying to show you read the job post completely (#RMmEwMjo0NzgwOjJiOjE5NDk6MDoyODFhOjJlNTM6MQ==). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.
• Remote work refers to a work arrangement where employees perform their job duties from home.
Strategic Competencies:
• Ensure understanding of the strategic objective for the Bank and support in achieving the department's strategy and related strategic plans.
Core Responsibilities:
• Assist in implementing Contact Center quality assurance framework, including call monitoring methodologies, scoring criteria, and improvement action plans.
• Assist customers by responding to inbound calls, inquiries, requests, and complaints in a courteous, efficient, and professional manner.
• Collect accurate customer information and complete relevant documentation to process service requests and resolve queries.
• Seek opportunities to cross-sell bank products and services to customers during interactions based on identified needs.
• Support the achievement of assigned call center KPIs including call quality scores, service levels, and customer satisfaction targets.
• Inform customers clearly of available products, services, and relevant bank policies and procedures.
• Gather and document customer feedback, complaints, and escalation details accurately in the call center system.
• Help identify and escalate unresolved customer complaints or system issues to the Call Center Supervisor promptly.
• Coordinate with relevant internal departments to follow up on customer requests that require cross-functional resolution.
• Adhere to all applicable bank policies, compliance standards, and SAMA regulatory requirements at all times.
Qualifications & Experience:
• Bachelor's in Business Administration, Banking, or a relevant major.
• A relevant Professional Certificate is preferred.
• No experience is needed with Bachelor's degree or around 1 year of experience with Diploma's degree.
• Prior experience in call center operations, customer service, or banking customer support or a relevant field is preferred.
Key Skills:
• Customer-Centric Approach
• Customer Complaint Resolution
• Regulatory Compliance and Risk Awareness
• Product Knowledge
Please mention the word **SUFFICE** and tag RMmEwMjo0NzgwOjJiOjE5NDk6MDoyODFhOjJlNTM6MQ== when applying to show you read the job post completely (#RMmEwMjo0NzgwOjJiOjE5NDk6MDoyODFhOjJlNTM6MQ==). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.
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