Call Center Agent Social Media

This role involves managing customer interactions and digital communication channels for a bank's contact center, supporting customer service and cross-selling bank products, with a focus on compliance and customer satisfaction.

Location: Remote

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.

Requirements

• 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.