Customer Service Representative, Sharjah

Careers for a Changing World of Islamic Banking Customer Service Representative

Posted On 25 Jun, 2025

Type: Retail Banking

Job Category: Retail Banking

Job Purpose

Demonstrate proficiency in responding to incoming contacts and making outbound calls at the assigned workplace. Handle inquiries, complaints, fault reports, and service requests of routine nature with minimal supervisory support. Attend to complex/non-routine issues in consultation with the supervisor. Follow-up and seek feedback from customers/callers, interfacing with concerned sections/divisions/units as required. Comply with prescribed policies, operating procedures, and quality standards to ensure customer satisfaction. Attend to shift duties as assigned to ensure continuity in contact centre operations. Exhibit tact, diplomacy, and courtesy when dealing with customers' calls/inquiries.

Key Accountabilities

• Answer inbound calls and assist customers with inquiries, questions, and complaints, providing high-standard professional customer service.
• Handle routine incoming contacts/emails with minimal supervision; escalate recurrent or complex issues as needed.
• Demonstrate politeness, poise, dignity, and emotional maturity. Handle difficult callers with tact and sophistication. Manage calls effectively, with empathy and assertiveness where needed.
• Achieve pre-set targets related to service quality, productivity, and data capture.
• Conduct outbound calls, participate in telemarketing and surveys, interface with identified customers, capture responses, and assist in follow-up.
• Record call details accurately into bank applications.
• Report customer feedback for continual product and service improvement.
• Use scripting effectively and suggest changes for improvement.
• Participate actively in team development to foster an effective and positive work environment.
• Proactively suggest process improvements and service enhancements.
• Ensure compliance with consumer protection standards, including fair treatment, accurate information, prompt responses, data protection, and reporting suspicious activities.
• Understand and adhere to risk frameworks and associated procedures.
• Demonstrate thorough knowledge of Consumer Protection Regulations and bank standards for fair treatment, ethical conduct, and complaint resolution. Continuously improve knowledge and provide input on bank policies.

Qualifications, Experience & Skills

• Minimum 2 years of experience in a similar role and industry.
• Proficient in MS Office.
• Fluent in English and Arabic.

Interested candidates should email their applications.

Sharjah Islamic Bank (SIB), established in 1975, provides banking services to individuals and companies. Originally founded as National Bank of Sharjah, it transitioned to Islamic banking in 2002, offering a wide range of Sharia-compliant retail, corporate, and investment services across the UAE.