Associate, CET

Job Summary

Key Accountabilities

• Follow assigned shifts and schedules to support call-centre accessibility and service-level agreements.
• Handle inbound calls and other interactions accurately and professionally according to guidelines and procedures.
• Resolve queries and complaints within the required turnaround time.
• Support cross-selling, digital migration, and other Contact Centre initiatives.
• Collect customer feedback through CSAT or survey activities.
• Escalate potential risks and customer dissatisfaction to Team Leaders.
• Follow bank, CBIS, and internal Contact Centre rules and regulations.

Other Accountabilities

• Provide accurate and complete information to customers.
• Prepare and forward call-related documentation to the relevant unit or department.
• Escalate Sadara or Private Banking customer challenges to Relationship Managers.
• Participate in training and development activities to improve skills and knowledge.
• Highlight potential process improvements to Team Leaders.

Required Qualifications

• Bachelor’s degree in business or an equivalent qualification.
• Prior experience in a related servicing role is advantageous but not required.