Senior Associate Customer Care Call Center

Job Purpose Summary

The incumbent will be primarily responsible for conducting business over the telephone and utilize advanced contact technology to provide utmost customer service.

Essential Duties & Responsibilities by Dimensions
**A. Shareholder & Financial**:

- Achieve Key Performance Indicators (KPIs) like average time taken to answer calls, average time taken to resolve queries/ process, number of call requests attended to in a day and etc. for the entire Customer Care Center.
- Implements KPI's and best practices for Senior Associate, Customer Care Call Center
- Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
- Act within the limits of the powers delegated to the incumbent.

**B. Customer (Internal & External)**:

- Responsible for responding to incoming client calls in accordance with quality and customer service standards.
- Ensure that customers are provided with complete and accurate product information and thorough buying advice.
- Follow Data Protection (KYC).
- To assist customers in all their queries on Bank's product and seek solution to their requests.
- Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
- Build and maintain strong/effective relationships with related departments/units to achieve the Group's objectives.
- Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.

**C. Internal (Processes, Products, Regulatory)**:

- Acquire training to gain service and product knowledge on; accounts, loans, cards, branch working hours/locations; ATM locations etc. and be able to conscientiously carry out front office duties.
- Protect the positive image of the Group through professional phone interaction.
- Deal with all customer requests/ complaints in a professional way to bring about a positive outcome.
- Follow-up on customer inquiries not immediately resolved.
- Recognize, document and alert the supervisor of trends in customer calls and recommend possible process improvements.
- Diligently implement Customer Care Call Center guidelines.
- Adhere to the Group's data protection policies/ procedures at all times.

**D. Learning & Knowledge**:

- Possess a good knowledge of the entire banking products provided through the customer care call center and related risks together with a working knowledge of Customer Care Call Center operations and control.
- Actively participate in staff meetings for performance assessment and guidance and discuss and resolve concerns/ issues, if any.
- Identify related areas for professional development of self.
- Proactively identify areas for professional development of self and undertake development activities.
- Seek out opportunities to remain current with all developments in professional field.

Education and Experience Requirements
- Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),
- At least 2 years of relevant experience, preferably within a highly rated international bank

Required Special Skills
- Excellent oral and written communication skills (including report writing) in English and Arabic.
- Good interpersonal and presentation skills.
- Understanding of the relevant laws, regulations, and practices.
- Ability to make decisions and follow through with initiatives.
- Personal integrity and self-management.
- Planning, organising, and analytical ability.
- Results oriented.
- Strong analytical skills and the ability to communicate both verbally and in writing with all levels of management