Customer Service Associate (CET)

About the role

We are looking for a motivated Associate to join our Customer Experience Team (CET) in a fast‑paced call centre environment. The role focuses on handling inbound customer interactions, resolving queries and complaints, and supporting digital initiatives while maintaining high service standards.

Key responsibilities

• Answer inbound calls and non‑call interactions promptly, adhering to schedule and service level agreements.
• Provide accurate, professional assistance following established guidelines and procedures.
• Resolve customer queries and complaints within defined turnaround times, escalating risks or dissatisfaction to Team Leaders.
• Promote cross‑selling, digital migration and other initiatives as directed by Contact Centre management.
• Collect customer feedback through CSAT surveys and contribute to quality improvement.
• Prepare and forward relevant documentation to appropriate departments.
• Escalate issues for Sadara or Private Banking customers to Relationship Managers immediately.
• Participate in training sessions and suggest process improvements.

Required profile

• Bachelor’s degree in Business or a related field.
• Strong communication skills and a customer‑focused attitude.
• Ability to work according to shift schedules and meet SLA targets.
• Willingness to learn and adapt in a banking environment.

Required skills