Call Center Agent Social Media

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:

• Support in managing the social media channels for the Contact Center, Managing all customer-facing digital communication platforms.

• 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

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