19 National Bank Of Bahrain jobs in Manama

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.

Key Responsibilities:

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

Required Skills and Qualifications:

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
9. Bahraini nationals only

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

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

• Lead, coach, and motivate a team of customer service representatives to achieve departmental goals.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Handle escalated customer inquiries and complex issues, providing timely and effective resolutions.
• Train new team members and provide ongoing development opportunities for existing staff.
• Ensure adherence to company policies, procedures, and service level agreements (SLAs).
• Identify trends in customer feedback and operational performance, recommending improvements.
• Collaborate with other departments to resolve customer issues and enhance the overall customer experience.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Maintain a positive and productive team environment.
• Create and update training materials and knowledge base articles.
• Monitor call queues and chat volumes to ensure adequate staffing and response times.
• Report on team performance metrics to management.
• Participate in hiring and onboarding processes for new team members.
• Champion best practices in customer service and support.
• Contribute to the development of departmental strategies and objectives.

• Proven experience in a customer service role, with at least 1-2 years in a supervisory or team lead capacity.
• Strong leadership, coaching, and mentoring skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Proficiency in customer service software and CRM systems.
• Ability to handle challenging customer interactions with professionalism and empathy.
• Understanding of performance metrics and quality assurance in a customer service context.
• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Ability to work effectively in a team environment and collaborate with others.
• Familiarity with remote work tools and best practices is beneficial.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and resolve technical issues related to our products and services.
• Provide clear and concise instructions and guidance to customers.
• Document customer interactions, issues, and resolutions in the CRM system.
• Escalate complex technical problems to the appropriate teams for resolution.
• Assist in troubleshooting and testing new product features or software updates.
• Develop and maintain a knowledge base of common customer issues and their solutions.
• Gather customer feedback and report trends to product and development teams.
• Contribute to improving customer service processes and customer experience.
• Adhere to company service level agreements (SLAs) and quality standards.

• High school diploma or equivalent required; Associate's or Bachelor's degree in a related field is a plus.
• Minimum of 2-3 years of experience in customer service, technical support, or a related role.
• Strong understanding of common IT concepts and troubleshooting methodologies.
• Excellent verbal and written communication skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Patience, empathy, and a strong customer-centric attitude.
• Ability to work effectively both independently and as part of a team.
• Strong problem-solving and analytical skills.
• Ability to manage multiple tasks and prioritize effectively in a dynamic environment.
• Familiarity with troubleshooting operating systems, software applications, and hardware is beneficial.
• Willingness to work from the office in Jidhafs, Capital, BH for scheduled shifts.

• Respond to customer inquiries via phone, email, and in-person regarding products, services, and accounts.
• Provide accurate information about company offerings, policies, and procedures.
• Process orders, forms, applications, and requests efficiently.
• Resolve customer complaints and issues in a timely and professional manner, escalating when necessary.
• Maintain detailed records of customer interactions and transactions.
• Identify and communicate customer needs and feedback to management.
• Assist in cross-selling or up-selling relevant products and services.
• Ensure a high level of customer satisfaction through effective communication and problem-solving.
• Collaborate with other departments to ensure smooth service delivery.
• Adhere to company standards and service level agreements.
• Handle inquiries in multiple languages as required by the customer base.

• High school diploma or equivalent; further education is a plus.
• Proven experience (2+ years) in a customer service or call center environment.
• Fluency in English is required; proficiency in Arabic is highly desirable. Additional languages are a significant advantage.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in using customer service software and CRM systems.
• Ability to remain calm and professional under pressure.
• Strong organizational and time management skills.
• A friendly, patient, and customer-oriented demeanor.
• Familiarity with the business landscape in Seef, Capital, BH .

• Provide timely and effective technical support to customers and internal staff via phone, email, and chat.
• Troubleshoot and resolve hardware, software, and network issues.
• Guide users through step-by-step solutions for common and complex technical problems.
• Escalate unresolved issues to appropriate senior support teams or departments.
• Document all customer interactions, troubleshooting steps, and resolutions in the helpdesk system.
• Maintain a knowledge base of frequently asked questions and solutions.
• Identify trends in customer issues and provide feedback to product development and engineering teams.
• Assist with user account management and access control.
• Contribute to the continuous improvement of helpdesk processes and customer service standards.
• Manage multiple support tickets simultaneously while maintaining high-quality service.
• Stay up-to-date with product updates, new features, and troubleshooting techniques.

• Proven experience in a customer service or technical support role, preferably in a helpdesk environment.
• Strong understanding of operating systems (Windows, macOS), common software applications, and basic networking principles.
• Excellent problem-solving and analytical skills.
• Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Proficiency with helpdesk ticketing systems and remote support tools.
• Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
• Patience, empathy, and a customer-centric attitude.
• High school diploma or equivalent; technical certifications or an associate's degree are a plus.
• Experience supporting SaaS products or cloud-based services is advantageous.