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Associate CET - JD

The job description is for an Associate CET position in a retail operations client engagement team. The role involves providing excellent customer service by handling inbound customer interactions professionally and resolving any queries or complaints. Key responsibilities include executing customer requests according to procedure, ensuring high call center accessibility and response times, and handling issues to ensure customer satisfaction. The role requires a high school certificate and bachelor's degree is preferred, along with no prior call center experience required but at least 1 year of experience preferred.

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loubna
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31 views

Associate CET - JD

The job description is for an Associate CET position in a retail operations client engagement team. The role involves providing excellent customer service by handling inbound customer interactions professionally and resolving any queries or complaints. Key responsibilities include executing customer requests according to procedure, ensuring high call center accessibility and response times, and handling issues to ensure customer satisfaction. The role requires a high school certificate and bachelor's degree is preferred, along with no prior call center experience required but at least 1 year of experience preferred.

Uploaded by

loubna
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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JOB DESCRIPTION

APPENDIX I
1. POSITION DESCRIPTION:

Job Title: Associate CET Grade: A2

Reports to:

Department: Client Engagement Team Division: Retail Operations

SBU: Banking Ops Section:

2. JOB DIMENSIONS:

Number of Direct None


Reports

JOB PURPOSE/SUMMARY
Provide excellent customer service by handling all inbound interactions in a professional manner and resolving queries and complaints
to the satisfaction of the customers.

KEY ACCOUNTABILITIES/RESPONSIBILITES

• Execute customers’ requests as per agreed procedure.

KEY COMPETENCIES
• Contribute to ensure call centre accessibility and SLA by adherence to the shifting and schedule assigned and answer calls
timely.
• Ensure each inbound interaction (calls or non-calls) are handled in an accurate & professional manner as per guidelines and
procedures to ensure customer satisfaction and mitigate risk.
• Handle queries and complaints to ensure quality of resolution within TAT.
• Perform cross sell, digital migration or other initiatives as required by Contact Centre management.
• Seek and promote feedback from customers via CSAT or survey for quality improvements.
• Immediately escalate potential risk issues or customer dissatisfaction to Team Leaders.
• Follow and abide the rules and regulations of the bank, CBIS and internal Contact Centre.
• Providing accurate and complete information to customers
• Prepare and pass on in a timely manner all documentation relevant to the call for action by the unit/concerned department.
• For Sadara or Private Banking customers, escalate customer challenges to RMs immediately for notification and resolution.
• Participate in training or development activities to improve own skills and knowledge.
• Highlight potential process improvements to Team Leaders.

QUALIFICATIONS, EXPERIENCE

Required Qualifications:
• Highschool certificate
• Bachelor’s Degree or equivalent is preferred

Required Experience:
• No prior call center experience required
• At least 1-year of experience is preferred

1
JOB DESCRIPTION
APPENDIX I
VERSION TRACKING:

Version: Approved by:

Prepared by: Signature:

First review by: Date:

COMMENTS:

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