Job Purpose Summary

The incumbent will be primarily responsible for conducting business over the telephone and utilize advanced contact technology to provide utmost customer service.Essential Duties & Responsibilities by Dimensions

Essential Duties & Responsibilities by Dimensions:

• 
  Shareholder & Financial:
• Achieve telemarketing objectives with the aim of contributing to volume, revenue, and profit targets.

• 
  Customer (Internal & External):

• Carry out telemarketing activities in accordance with quality and customer service standards.
• Ensure that customers are provided with complete and accurate product information and thorough buying advice.
• Build and maintain strong and effective relationship with all other related units to achieve the Group’s goals/ objectives.

• 
  Internal (Processes, Products, Regulatory):
  • Acquire training to gain service and product knowledge on; accounts, loans, cards, Al-Islami, branch working hours/locations; ATM locations etc. and be able to conscientiously carry out telemarketing duties.
  • Protect the positive image of the Group through professional phone interaction.
  • Deal with all customer requests/ complaints in a professional way to bring about a positive outcome.
  • Follow-up on customer inquires not immediately resolved.
  • Recognize, document and alert the supervisor of trends in customer calls and recommend possible process improvements.
  • Diligently implement tele-sales guidelines.
  • Adhere to the Group’s data protection policies/ procedures at all times
• Learning & Knowledge:

• Possess a good knowledge of the entire banking products provided through the customer care center and related risks together with a working knowledge of front office operations and control.
• Actively participate in staff meetings for performance assessment and guidance and discuss and resolve concerns/ issues, if any.
• Identify related areas for professional development of self.

Qualifications

Education/Experience Requirements:

• High School Certificate.
• Awareness of branch customer service practices and regulations.