Contact Center Agent

Transguard Workforce Solutions is the UAE’s leading provider of innovative HR solutions. With over a decade of experience in the region and a knowledgeable team, we offer fully integrated HR services.

We are currently seeking a Contact Center Agent for one of our very well-known clients, to be based in their Dubai office.

Job Purpose:

• Provide & deliver a professional one-stop customer service and create a positive impression of the bank over the phone in line with bank’s established standards operating procedures and policies.

Job Responsibilities:

1. Ensure providing superior customers’ services & answer all incoming calls with maximum quality and highest productivity.
2. Recognize and convert sales opportunities while answering prospect customers’ inquiries and deepen existing customers’ relationships by Cross Selling and generating sales leads.
3. Applying sound & accurate product knowledge.
4. Follow up all activities and requests arising from customers’ calls and deliver as promised.
5. Complaints’ handling and problems’ resolution.
6. Checking and updating customer’s data and information.
7. Provide management with valid and regular customers’ feedback.
8. Ensure efficient secrecy by applying the standard security measurements before providing any information to callers as specified by bank’s policy & procedures.
9. Operate in a positive & productive atmosphere with team members and direct manager.
10. Work within standard rules and guidelines set by the Bank and as per Call Center special requirements.

Skills:

1. Quick to take responsibility.
2. Timely execution and follow up of instructions.
3. Immediate referral to the direct manager for any business action required.
4. Predefined empowerment by the direct manager.
5. Work within the overall direction and guidelines of the bank.
6. Provide feedback and suggestions to improve products, services, processes and procedures.
7. Decision making authority is limited to certain functions which enable on-the-spot problem resolution.
8. Bachelors or Diploma Degree.