About the Role
Aljazira Bank is seeking a dedicated and digitally-savvy Call Center Agent specializing in Social Media to join our dynamic customer service team. This remote role is designed for proactive professionals who excel at managing customer-facing digital communication platforms while maintaining the high standards of excellence associated with Aljazira Bank. As the primary point of contact on social media, you will play a pivotal role in shaping our digital reputation, resolving complex inquiries, and ensuring that every customer interaction reflects our commitment to superior banking services.
In this position, you will bridge the gap between traditional banking support and modern digital engagement. You will be responsible for navigating various social media channels and digital platforms to provide timely, professional, and efficient responses to our diverse clientele. This role offers a unique opportunity to grow within the financial sector, contributing directly to the bank’s strategic objectives and departmental success while enjoying the flexibility of a work-from-home arrangement.
Key ResponsibilitiesAs a Social Media Call Center Agent, your daily duties will involve a blend of digital engagement and administrative precision:
- Manage and monitor all customer-facing digital communication platforms and social media channels for the Contact Center.
- Respond to inbound inquiries, service requests, and customer complaints with a focus on speed, courtesy, and professional excellence.
- Collect and document accurate customer information to ensure seamless processing of service requests and query resolutions.
- Identify customer needs during interactions to cross-sell relevant bank products and services, driving value for both the customer and the bank.
- Consistently meet and exceed assigned Call Center KPIs, including call quality scores, service level agreements (SLAs), and customer satisfaction (CSAT) targets.
- Provide clear and transparent information regarding bank policies, procedures, and available financial products.
- Accurately log customer feedback and escalation details into the Call Center management system for tracking and quality assurance.
- Proactively identify and escalate unresolved issues or system glitches to the Supervisor to ensure minimal disruption to customer service.
- Collaborate with cross-functional internal departments to follow up on complex requests that require specialized resolution.
- Ensure strict adherence to Aljazira Bank policies, compliance standards, and SAMA regulatory requirements at all times.
We are looking for candidates who possess a blend of academic knowledge and a passion for customer service:
- A Bachelor’s degree in Business Administration, Banking, Finance, or a related field (No prior experience required for degree holders).
- Candidates with a Diploma in a relevant field will be considered with approximately one year of experience in a similar role.
- A relevant Professional Certificate in Customer Service or Banking is highly preferred.
- Prior experience in call center operations, digital customer support, or the banking sector is an advantage.
- Exceptional written and verbal communication skills with the ability to maintain a professional tone on social media.
- Strong understanding of digital platforms and social media navigation.
- A customer-centric mindset with a proven ability to resolve complaints and de-escalate sensitive situations.
- Awareness of regulatory compliance and risk management within a financial environment.
Aljazira Bank is committed to providing a supportive and rewarding work environment for our remote workforce:
- Fully remote working arrangement, allowing for a better work-life balance.
- Competitive salary package and performance-based incentives.
- Comprehensive medical insurance and social security benefits.
- Access to professional development programs and banking certifications.
- Clear career progression paths within one of the region's leading financial institutions.
- A collaborative and inclusive corporate culture that values innovation and digital transformation.