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.
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