Call Center Officer

Summary:

A highly skilled call center representative who can interact with our valued customers when they have questions or concerns, managing a high volume of inbound and outbound calls. The ideal candidate is a quick learner who can memorize scripts and adapt them as needed as issues arise during a call. He or she will be handling a variety of important supportive tasks, providing answers, insights, instruction, and assistance. As the voice of our company, the call center rep must possess excellent communication and interpersonal skill, and enthusiasm for helping consumers and driving satisfaction.

Duties and Responsibilities:

• Memorize scripts for products and services and keep them handy for reference during call.
• Build Positive relationships by going above and beyond with customers service, ensuring all questions, cancellations and confirmations are addressed appropriately.
• Identify opportunities to drive sales and revenue with the banks existing product suite and seize opportunities to upsell services whenever possible.
• Meet daily personal/team qualitative and quantitative targets, and achieve all service, productivity, and quality objectives.
• Create and maintain case management records of daily problems and remedial actions taken in a call center database.
• Leverage data and insights gathered in the call center to recommend and influence process-improvement opportunities.

Behavioral Skills:

• Outstanding Communication Skills.

• Problem Solving and Troubleshooting.
• Close Attention to Detail.
• Strong Organizational Skills.
• Empathy.
• Ability to Stay Calm under pressure.
• Persuasive Selling.

Technical Skills:

• Banking Product knowledge
• Banking process knowledge
• Excel & MS office

Technological Competencies:

• Good Computer skills

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• Numerical/Analytical skills

Qualifications and Experience:

• A relevant bachelor’s degree from a reputed university
• Previous experience in a call center or customer support role
• Strong active listening skill and verbal communication
• Adept to problem-solving and conflict resolution
• Ability to multitask, manage time, and prioritize.
• 1 year in a similar position
• 2 years of banking experience
• Fluent Arabic and English

Country of Residency:

• Must have a UAE Residency