Job Purpose Summary:
The incumbent will be primarily responsible for managing and responding to customer support issues and concerns and provide efficient, effective and well-controlled service.
Essential Duties & Responsibilities by Dimensions:
A. Shareholder & Financial:

• Achieve Key Performance Indicators (KPIs) like average time taken to resolve queries/ process, number of incidents requests attended to in a day, number of incidents requests closed/ actioned during the day and etc. for the entire Customer Care Center.
• Implements KPI's and best practices for Associate, Customer Support 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):

• Ensure that customer queries/ requests are attended to immediately without any loss of time and opportunity.
• 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):

• Responsible for responding to incoming client incidents and prepare quick book solutions finder for every technical queries and concerns.
• Clarify client requirements; probe for and confirm understanding of requirements or problems.
• Troubleshoot, research, and analyze customer problems with the Group's customer support call center services.
• Build and maintain long-term business to business relationship by providing personal service for customer support call center concerns.

D. Learning & Knowledge:

• Possess good knowledge of a Customer Care Center in a banking industry/ business.
• Possess excellent knowledge of the Group's Customer Support Call Center services and ability to elaborate it clearly for an effective client service strategy.
• Team player exercising good communications and professional customer service skills.
• 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/Experience Requirements:

• 
  Diploma or Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),
• No years of experience required

Required 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.