Contact Center Agent - Contact Center

Job Purpose:Answer inbound & make outbound customer interactions to address inquiries, service requests and complaints. Project a professional image of bank throughout the interaction.Timely reporting to concerned parties on all operational risk, fraud, AML and related issues.Display UAB Values of Integrity, Customer Focus, Competence, Consistency and Courteousness.Adhere to Risk Management obligation which is systematic application of management policies, procedures and practices to the tasks of identifying, analyzing, evaluating, treating and monitoring risk. This helps to mitigate risks to acceptable levels of management.Principal Accountabilities:Manage inbound and outbound interactions in timely manner.Provide Bank customers with product and service information including Islamic Banking Customers.Ensure customers queries are answered with the aim of a first time resolution.Ensure that queries are responded to within agreed response time.Ensure the best Customer Care experience is given to all customers.Handle customers across different platforms like Email, live chat and telephony.Identify and highlight trends in any customer queries.Ensure CPR standards are implemented and being followed.Job Requirements (Qualifications/Experience):Bachelor's degree Minimum one year of experience in a customer support roleStrong phone and verbal communication skills along with active listeningFamiliarity with CRM systems and practicesCustomer focus and adaptability to different personality types