Priority Chat Banking Support Specialist

The role of the Chat and Online Banking Support Agent is to primarily respond to customers who have contacted the company for various reasons through e-mail, chat, or any other non-voice channels.

Key Responsibilities

• Respond to customer queries received through e-mails, chat, and other non-phone channels.
• Ensure that all enquiries handled are tracked accurately and provide appropriate responses via suitable channels.
• Aim for First Contact Resolution (FCR) to efficiently address customer issues at the initial contact whenever feasible.
• Escalate issues to relevant parties when required.
• Consistently achieve or exceed monthly Key Performance Indicators (KPIs) as outlined in the Scorecard metrics.
• Ensure compliance with call center-assigned shift rotations and attendance requirements to support operational demands.
• Maintain high-quality service delivery and effective, accurate responses to customer queries.

Requirements

• Fluency in both Arabic and English, with strong communication skills.
• Ability to type quickly and accurately to manage multiple chat interactions efficiently.
• Excellent writing skills in both Arabic and English, demonstrating clarity and grammatical accuracy.
• Multitasking abilities to manage multiple chat conversations simultaneously without compromising service quality.
• Good working knowledge of Microsoft Word and Excel.
• Ability to maintain high performance and accuracy under pressure in a fast-paced work setting.
• Willingness to extend working hours as operational needs require.