Job Summary

We are looking for a dynamic and customer-focused Customer Service Agent (Arabic Language) to serve as the first point of contact for customers. The role involves delivering exceptional support across multiple channels including phone, email, chat, and social media.

The ideal candidate will possess strong communication skills in Arabic and English, a problem-solving mindset, and the ability to thrive in a fast-paced environment while ensuring a seamless customer experience.

Key Responsibilities

• Handle incoming customer interactions via calls, emails, live chat, and social media related to digital banking products and services
• Assist customers with account-related requests such as account opening, closure, and maintenance
• Resolve customer inquiries and complaints efficiently, escalating complex issues when necessary
• Meet and exceed defined KPIs including resolution time, response time, and customer satisfaction scores
• Maintain accurate records of all customer interactions in the CRM system
• Collaborate with internal stakeholders to resolve complex customer concerns
• Stay updated on banking products, policies, procedures, and regulatory requirements to ensure compliance

Qualifications & Skills

• Diploma or Bachelor’s degree in any discipline
• Minimum 1 year of experience in a customer service/contact center role within the banking or financial services industry
• Excellent verbal and written communication skills in Arabic and English (minimum B2 proficiency)
• Strong interpersonal and problem-solving skills
• Ability to handle challenging situations with professionalism and patience
• Good understanding of banking products, services, and regulatory frameworks
• Willingness to work in shifts, including weekends

Additional Information

• Candidates must be flexible to work in APAC business hours
• Ex-TCS employees are not eligible to apply