Call Center Agent

Job Purpose: The Call Center Agent provides exceptional customer service by handling inbound and outbound calls. He/ She serves as the first point of contact for valued clients, assisting with a wide range of banking inquiries and transactions, and contributes to the Bank s reputation and overall client satisfaction. Key Accountabilities: • Handles incoming calls from clients professionally and efficiently, addresses banking-related queries, concerns, and requests. • Initiates outbound calls to clients as required, including follow-ups, survey responses, and provides information on our banking products and services. • Accurately documents client interactions, ensures that all information is recorded and maintained in our customer database system. • Promotes and cross-sells our bank's products and services to meet individual and team targets. • Assists clients with account inquiries, Loan, and transactions financial inquiries. • Provides comprehensive information about banking policies, procedures, and regulatory requirements. • Resolves client issues and complaints in a timely and satisfactory manner, escalates when necessary to the appropriate department. • Stays up to date on industry trends and changes in banking regulations to provide clients with accurate information. • Maintains a high level of professionalism, courtesy, and empathy in all client interactions. • Collaborates with team members to ensure the smooth operation of the call center and achieve team goals. Qualifications and Experience: • University/College Diploma in Business Management or Business Administration (Marketing or Management Minor) • Fresh graduate with 0 years of registered work experience. • Awareness of banking products, services, and procedures. • Familiarity with Customer Relationship Management (CRM) software is an advantage. • Proficient verbal and written communication skills in English and Arabic. • Ability to adapt to a fast-paced, dynamic work environment. • Strong problem-solving skill. • High attention to detail and accuracy in data entry. • Customer-centric mindset with a strong focus on client satisfaction. • Willingness to work on flexible hours, including evenings, night shifts, and weekends. Note:This role is based in Muscat; therefore, priority will be given to candidates who reside in Muscat. Applicants from other regions will be considered only if a sufficient number of qualified candidates from Muscat are not available.