Customer Service Associate – Call Centre

About the role

The Associate, CET will deliver excellent customer service by handling inbound interactions professionally, resolving queries and complaints, and supporting digital migration initiatives. This position is part of the bank's Contact Centre team and contributes to meeting service level agreements.

Key responsibilities

• Answer inbound calls and non‑call interactions promptly, adhering to schedules and SLA targets.
• Handle customer queries and complaints accurately, ensuring resolution within defined turnaround times.
• Promote cross‑selling, digital migration, and other initiatives as directed by Contact Centre management.
• Gather customer feedback through CSAT surveys and relay insights for quality improvement.
• Escalate potential risk issues or dissatisfaction to Team Leaders immediately.
• Provide accurate information, prepare documentation, and forward it to relevant departments.
• For Sadara or Private Banking customers, notify Relationship Managers of challenges without delay.
• Participate in training, suggest process improvements, and stay compliant with bank, CBIS, and internal regulations.

Required profile

• Bachelor's degree in Business or a related field.
• Prior experience in a customer‑service or contact‑centre role is advantageous but not mandatory.

Required skills