Digital Solutions Center Agent - Outsource

Key Responsibilities:

• Respond to customer inquiries via text, app chat, and Social Media Channels in both Arabic and English languages
• Resolve customer issues, concerns and complaints in a timely and professional manner
• Willing to support customers by educating them and focus on app adoption
• Provide accurate and helpful information to customers
• Update customer records and communication logs
• Follow the right process of communicating with other departments to resolve customer issues
• Identify and escalate issues to management as needed
• Follow up with customers to ensure that their problems are resolved to their satisfaction when needed
• Handle customer inquiries with empathy and understanding
• Maintain a positive and professional attitude with customers at all times
• Meet or exceed customer service performance metrics
• Stay up-to-date on our products, services, policies, and procedures

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Basic Qualifications:

• Be able to work in a fast-paced environment and keep up with all the policy updates
• Outstanding logical thinking and problem-solving skills
• Strong communication and customer handling skills
• Good email writing skills for internal communication
• Strong English and Arabic speaking & writing skills are needed to meet the daily tasks
• Ability to works on multiple channels, support modalities, and different languages (English& Arabic) on the same time
• At least 1 year experience, Banking background is a plus