Call Center Agent - Social Media (Remote)📣 Job Ad

About the Role

Aljazira Bank is seeking a Call Center Agent to manage social media interactions. This is a full-time, remote position based in Riyadh, Saudi Arabia. The role involves managing digital customer communications to support the bank's strategic objectives and ensure exceptional service delivery.

As a Call Center Agent - Social Media, you will represent Aljazira Bank online, address customer inquiries, and contribute to departmental and organizational goals. Your work will be instrumental in maintaining a positive brand image and fostering customer relationships across digital platforms.

Key Responsibilities

• Support the management of social media channels for the Contact Center, overseeing all customer-facing digital communication platforms.
• Respond 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.
• Identify opportunities to cross-sell bank products and services based on customer needs identified during interactions.
• Contribute to achieving assigned call center Key Performance Indicators (KPIs), including call quality scores, service levels, and customer satisfaction targets.
• Inform customers about available products, services, and relevant bank policies and procedures.
• Gather and document customer feedback, complaints, and escalation details within the call center system.
• Identify and escalate unresolved customer complaints or system issues to the Call Center Supervisor.
• Coordinate with internal departments to follow up on customer requests requiring cross-functional resolution.
• Adhere to all applicable bank policies, compliance standards, and SAMA regulatory requirements.
• Understand the bank's strategic objectives and support the department's strategy and related plans.

Qualifications and Requirements

• Bachelor's degree in Business Administration, Banking, or a relevant major.
• A relevant Professional Certificate is preferred.
• No prior experience is required with a Bachelor's degree, or approximately 1 year of experience is needed with a Diploma degree.
• Prior experience in call center operations, customer service, banking customer support, or a relevant field is preferred.

Required Skills

• Customer-Centric Approach
• Customer Complaint Resolution
• Regulatory Compliance and Risk Awareness
• Product Knowledge

Work Arrangement

This position is a full-time, remote role. Employees will perform their job duties from home.

The role requires 0-1 years of experience.