Customer Service Representative Full Time

KEY ACCOUNTABILITIES:

• Answering inbound calls and assisting customer’s inquiries, questions & complains
• Providing individualized customer service of high-standard professional level.
• Handles routine incoming contacts / emails with minimal supervisory guidance escalates recurrent/complex issues / concerns and resolve with supervisory assistance as required.
• Demonstrate politeness, poise, dignity and emotional maturity in handling the contacts. Handle difficult callers/inquiries with the required tact and sophistication. Handle calls effectively, with empathy and assertiveness where needed
• Achieve the pre-set targets, with service quality, productivity and date capture.
• Conduct outbound calls and participates in telemarketing & survey exercise by interfacing with identifies
• customers, capturing the responses, tabulating the responses as required reviews with supervisor and assist in follow-up.
• Record calls details accurately into the bank applications.
• Report customer feedback towards continual products & services improvement cycle.
• Use scripting provided effectively and suggesting change required
• To actively participate in the ongoing development of the work team to achieve an effective and positive working environment.
• To be proactive as a customer service representative and provide suggestions for process improvement and service enhancement

Consumer Protection:

• Ensure compliance with consumer protection standards including treating customers fairly, providing accurate information about products or services, responding promptly and courteously to inquiries, complaints, and feedbacks, protecting customer data, identifying and reporting any suspicious or fraudulent activities,

Competency: Customer Service & Consumer Protection:

• The employee should demonstrate a thorough understanding of Consumer Protection Regulations and adhere to the bank’s standards for fair treatment of customers, ethical conduct, prompt resolution of customer complaints, provide accurate and comprehensive information to customers, and compliance with applicable laws and regulations. The employee should continuously strive to improve their knowledge of Consumer Protection Regulations and seek opportunities to provide input on bank policies and practices

FRAMEWORKS, BOUNDARIES & DECISION MAKING AUTHORITY:

Works according to established procedures within the policy of the bank. Refers all decision and recommendations to higher levels of supervision for further discussion, approval and handling.

QUALIFICATION, EXPERIENCE & OTHER SKILLS:

Minimum Qualifications: Diploma and above

Minimum Experience: 2 years

Computers/ Systems / Software Skills: MS Office – Expert

Languages Proficiency: English Proficient, Arabic Proficient

Behavioral Skills Technical Skills

• Effective Listening
• Proficient level knowledge of Microsoft Word, Excel & Outlook.
• Exceptional written and verbal communication skills Customer handling Demonstrated proactive self-starter
• Good knowledge of customer care processes and techniques.
• Excellent communication and customer service skills
• Demonstrated ability to effectively collaborate and gain consensus in a team environment

Candidates interested in Customer Service Representative careers with Sharjah Islamic Bank should check the bank’s official recruitment channels for current vacancies and application instructions. Experience in customer support, account services, banking products, complaint handling, and service request management may be relevant to this type of position. Applicants should review the official job requirements carefully and submit an updated CV highlighting their communication skills, customer service experience, and relevant banking knowledge.