Call Center Agent Social Media

## About the Role The Call Center Agent Social Media role at Aljazira Bank is a unique opportunity to leverage your digital skills in a customer-facing environment. As a key member of the contact center team, you will be responsible for managing the bank's social media channels, ensuring that customer inquiries are handled efficiently, and providing top-notch service. This role is crucial in today's digital age, where customer expectations for immediate and personalized support are higher than ever.

Day-to-day, you will engage with customers across various digital platforms, responding to queries, resolving complaints, and promoting the bank's products and services. Your ability to work in a fast-paced environment, think critically, and communicate effectively will be essential in this position. Given the remote nature of the job, you must be self-motivated, disciplined, and able to manage your time efficiently to meet performance targets.

The contact center operates within a dynamic and supportive team environment. You will be expected to collaborate with colleagues to achieve departmental goals, share knowledge, and contribute to the continuous improvement of customer service standards. Your role will involve reporting to a supervisor, who will provide guidance, support, and regular feedback on your performance.

## What You Will Do - Manage and respond to customer inquiries on social media platforms in a timely and professional manner.

• Provide accurate and helpful information to customers about the bank's products and services.
• Resolve customer complaints in a courteous and efficient way, ensuring customer satisfaction.
• Identify opportunities to cross-sell and upsell bank products based on customer needs.
• Collect and document customer feedback and complaints to improve service quality.
• Collaborate with internal departments to resolve customer requests that require cross-functional support.
• Adhere to all relevant bank policies, compliance standards, and regulatory requirements.
• Participate in training and development programs to enhance your skills and knowledge.
• Assist in the achievement of call center KPIs, including call quality scores, service levels, and customer satisfaction targets.
• Inform customers about bank policies, procedures, and available services.
• Coordinate with the Call Center Supervisor to escalate unresolved customer issues.

• A relevant Professional Certificate is preferred but not required.
• No prior experience is required for candidates with a Bachelor's degree; those with a Diploma may need around 1 year of relevant experience.
• Previous experience in call center operations, customer service, or banking is an advantage.
• Strong customer service and communication skills.
• Ability to work in a remote setting and manage your time effectively.
• Basic knowledge of digital communication platforms and social media management.
• Understanding of regulatory compliance and risk awareness.
• Product knowledge of banking services and products.

• Familiarity with social media management tools.
• Certification in customer service or a related field.
• Proficiency in more than one language, especially Arabic and English.

• Opportunity to work remotely and enjoy a better work-life balance.
• Comprehensive training and development programs to enhance your career.
• Health insurance and other benefits as per the company's policies.
• Access to the latest digital tools and technologies.
• Recognition and reward for outstanding performance.
• A dynamic and supportive work environment.
• Paid time off and holidays as per the company's HR policies.

- Develop your digital skills: Familiarize yourself with the latest social media platforms, CRM software, and digital communication tools to stand out as a candidate.

• Highlight your customer service experience: Even if it's not directly in a call center, any customer-facing experience can be valuable, so be sure to emphasize it in your application.
• Understand the importance of regulatory compliance: Show that you're aware of the need for compliance in banking and customer service, and that you're willing to learn and adhere to relevant policies.
• Prepare for remote work: Demonstrate your ability to work independently, manage your time effectively, and maintain productivity in a home office setting.
• Show enthusiasm for the banking sector: Display your interest in banking, financial products, and services, and express your eagerness to learn and grow with the company.
• Use the required keywords: When applying, include the word STRAIGHTFORWARD and the tag RMTI5LjEyMS40MC4xNg== in your application to show you've read the job post completely.
• Be ready to provide specific examples: In your application or interview, be prepared to give concrete examples of how you've handled customer complaints, worked in a team, or managed your time in a remote setting.