324 Inbound Calls jobs in Bahrain

Overview

We are looking for enthusiastic success driven contact centre agents to join our team!

To answer all ila Bank customer queries by delivering exception levels of customer experience and satisfaction. Using all the tools and resources available, striving to resolve all customer enquiries on first call (FCR).

• Responsible for the ila Bank Customer Service Contact Centre (CSCC) delivery to the agreed levels of Customer Experience for all customers on any given shift.


• Answering communications from customers professionally and responding to customer inquiries and complaints.


• To ensure customers queries are answered with the aim of a first-time resolution.


• To ensure that other queries are responded to within our agreed response time and SLAs.


• To ensure the best Customer Service experience is given to all customers regardless of communication channel.


• To achieve KPI’s whilst maintaining excellent quality.


• To handle customers in both inbound and outbound across different platforms, including Social Media, Email, Live Chat and Telephone.


• You will work with your colleagues across Customer Service to identify and highlight trends in any customer queries and feed this to the management team.


• Researching required information using available resources to support resolving Customer requests.


• Handling and resolving customer complaints regarding product sales to customer service problems.


• Providing customers with the organisation’s service and product information.


• Processing forms, cases, and applications requested by the customers.


• Identifying, escalating priority issues and reporting to CSCC management.


• Following up complicated customer calls where required.


• Completing call notes and call reports as necessary and updating them in the CRM.


• Obtaining and evaluating all relevant data to handle complaints and inquiries.


• Recording details of comments, inquiries, complaints, and actions taken.


• Managing administration, communicating and coordinating with internal departments.


• Other duties as assigned.

• A minimum of 2 Years Contact Centre/Customer Services Advisor


• Proficiency in Microsoft Office and customer service software.


• Ideal: Banking background.


• Involvement in startup business (ideal not mandatory).

• BS in Banking/Finance or equivalent (Desired not mandatory).

What's your highest level of education completed?

Job Summary:
The Customer Service is responsible for providing exceptional customer service and support to our clients. They are the primary point of contact for customers, handling inquiries, resolving issues, and ensuring a positive brand experience. The CX Agent plays a crucial role in building and maintaining strong customer relationships.

1. Respond to customer inquiries, concerns, and complaints across multiple communication channels (phone, email, chat, social media, etc.)
2. Provide timely and accurate information to customers, addressing their needs and concerns effectively
3. Troubleshoot and resolve customer issues in a professional and empathetic manner
4. Identify opportunities to upsell or cross-sell relevant products and services
5. Maintain detailed records of customer interactions and follow-up actions
6. Provide feedback and insights to the management team on customer trends, pain points, and improvement areas
7. Participate in training programs to continuously develop product knowledge and customer service skills
8. Adhere to company policies, procedures, and quality standards in all customer interactions
9. Collaborate with cross-functional teams (e.g., sales, marketing, operations) to enhance the overall customer experience

1. Bachelor's degree preferred
2. 1-2 years of experience in a customer service or call center environment
3. Strong communication and interpersonal skills, with the ability to adapt communication styles to different customer needs
4. Excellent problem-solving and critical thinking abilities to handle complex customer inquiries
5. Proficient in using customer relationship management (CRM) software and other relevant technology
6. Demonstrated ability to work in a fast-paced, high-volume environment and maintain a positive attitude
7. Flexibility to work in shifts, including weekends and holidays, as needed
8. B2 English Level is a must

Bahraini nationals only

High school diploma or equivalent; additional education or certification in customer service is a plus. Previous experience in customer service or a related field preferred, but not required.

We are seeking a motivated and friendly individual to join our team as a Customer Service Representative. As the first point of contact for our customers, you will play a crucial role in providing exceptional service and resolving inquiries efficiently.

Key Responsibilities:

• Respond promptly to customer inquiries via phone, email, or chat in a professional and courteous manner.
• Provide accurate information about our products, services, and policies to assist customers with their needs.
• Handle and resolve customer complaints or issues effectively, aiming for first-contact resolution whenever possible.
• Process orders, returns, and exchanges accurately and in a timely manner.
• Keep detailed records of customer interactions and transactions using our CRM system.
• Collaborate with other team members and departments to ensure a seamless customer experience.
• Continuously strive to improve customer satisfaction by identifying areas for enhancement in processes or services.

Benefits and Working Conditions:

• Competitive salary commensurate with experience.
• Comprehensive benefits package including health insurance, retirement plans, and paid time off.
• Opportunities for career advancement and professional development.
• Supportive and collaborative work environment with a focus on employee well-being.
• Flexible scheduling options to accommodate work-life balance.
• Employee discounts on company products or services.
• Modern and comfortable office space equipped with the latest technology tools to support your work.

Join our team and be part of a company that values its employees and prioritizes customer satisfaction. Apply today to start your rewarding career as a Customer Service Representative!

• Ability to remain calm and composed under pressure while maintaining a positive attitude.
• Proficiency in using computers and familiarity with CRM software.
• Strong problem-solving skills and attention to detail.
• Flexibility to work in a fast-paced environment and adapt to changing priorities.

Overview

Customer Service Representative (Bahrain) – Braxtone Group

• The Call Centre Agent is responsible for incoming and outgoing calls, with a focus on sales and customer service.
• Answer all calls promptly and maintain a cordial, positive tone on every call.
• Focus on the needs of the customer and address their queries and requests.
• Sell, up-sell and cross-sell different products and services to the customer.
• Ensure next steps and requirements are aligned and clarified with the customer before the end of the call.
• Data entry
• Filing and documentation management
• Updating information and ensuring accuracy of data records

• Minimum of high school certification (Diploma and some work experience preferred).
• Strong communication skills
• Good selling skills
• Positive energy and teamwork ethos
• Excellent written and oral communication skills
• Strong English language proficiency
• Good understanding of the services
• High level of computer literacy, particularly in Microsoft Office products

• Normal working hours: 40 hours a week
• Working timing is rotating shift
• Work may require occasional weekend and/or evening work

• Seniority level : Entry level
• Employment type : Contract
• Job function : Other
• Industries : IT Services and IT Consulting

1. BRIEF DESCRIPTION OF JOB FUNCTION

The Call Centre Agent is responsible for incoming and outgoing calls. The role involves sales and customer service.

This role requires an individual who is self-motivated with high levels of energy and drive. The Call Centre Agent must have strong communication skills with the ability to maintain good rapport on the phone.

2. DUTIES ACTUALLY PERFORMED BY THIS POSITION:

1. Answer all calls within 2 rings
2. Cordial and positive tone of voice in all calls
3. Focus on the needs of the customer and provide for their queries and requests
4. Sell, up-sell, and cross-sell different products and services to the customer
5. Ensure the next steps and requirements are aligned and clarified with the customer before the end of the call
6. Data entry
7. Filing and documentation management
8. Updating information and ensuring accuracy of data records

1. ESSENTIAL QUALIFICATION REQUIRED (EDUCATION/EXPERIENCE/SKILLS)

1. Minimum of high school certification
2. Diploma and some form of work experience is preferred
3. Strong communication skills
4. Good selling skills
5. Positive energy and teamwork ethos
6. Excellent written and oral communication skills
7. Strong English language proficiency
8. Good understanding of the services
9. Be highly computer literate, particularly in Microsoft Office Products

2. TYPICAL WORKING CONDITIONS

Normal Working Hours: 40 hours a week

Working Timing: rotating shift

Work may require occasional weekend and/or evening work

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Resolve customer issues and complaints effectively and efficiently.
• Provide information about products, services, and company policies.
• Process orders, returns, and exchanges accurately.
• Document customer interactions and feedback in the CRM system.
• Identify and escalate priority issues to the appropriate departments.
• Follow communication procedures, guidelines, and policies.
• Contribute to team goals and continuous improvement efforts.

• High school diploma or equivalent; Associate's degree preferred.
• Proven customer support experience or experience as a client service representative.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency with computers and common software applications.
• Ability to work independently and manage time effectively in a remote setting.
• Reliable high-speed internet connection and a dedicated quiet workspace.
• Familiarity with CRM systems is a plus.
• A positive attitude and a passion for customer satisfaction.

• Leading and managing a remote team of customer service representatives.
• Overseeing daily customer support operations and ensuring efficient service delivery.
• Training, coaching, and mentoring customer service staff.
• Developing and implementing customer service policies and procedures.
• Handling and resolving escalated customer complaints and issues.
• Monitoring customer service metrics and key performance indicators (KPIs).
• Identifying areas for improvement in customer service processes and recommending solutions.
• Ensuring adherence to service level agreements (SLAs).
• Collaborating with other departments to address customer needs holistically.
• Maintaining a positive and motivating team environment.
• Providing feedback and performance evaluations for team members.

• High school diploma or equivalent; Bachelor's degree in a related field is a plus.
• Minimum of 4 years of experience in customer service, with at least 2 years in a supervisory or lead role.
• Proven experience managing remote customer service teams.
• Excellent leadership, coaching, and team-building skills.
• Strong understanding of customer service principles and best practices.
• Exceptional communication, interpersonal, and problem-solving skills.
• Proficiency in customer relationship management (CRM) software.
• Ability to handle difficult customer situations with patience and professionalism.
• Strong organizational and time-management skills.
• Adaptability and a commitment to customer satisfaction in a remote environment.