Call Center Representative

About the role

RT Bank is seeking a professional and customer‑focused Call Center Agent to join its Customer Service Contact Center team. The role involves handling inbound and outbound interactions across multiple channels while delivering an exceptional customer experience.

Key responsibilities

• Handle inbound customer calls and social media inquiries professionally and efficiently.
• Provide accurate information regarding the bank's products, services, policies, and procedures.
• Respond to customer inquiries, requests, and complaints within established service standards.
• Verify customer identity and comply with information security requirements before processing requests.
• Record and document all customer interactions accurately in the bank's systems.
• Create, update, and follow up on customer cases and service requests.
• Escalate complex issues to the appropriate departments and monitor case resolution.
• Maintain high service quality standards and achieve individual performance targets.
• Collaborate with internal departments to ensure timely resolution of customer requests.
• Stay updated on the bank's products, services, and operational procedures.

Required profile

• Bachelor's degree in Business Administration or a related field.
• 1‑2 years of experience in customer service, contact centers, or a related role.
• Previous banking experience is an advantage.

Required skills

• Strong communication and active listening skills.
• Excellent customer service orientation.
• Problem‑solving and complaint‑handling abilities.
• Ability to work under pressure and manage time effectively.
• Attention to detail and accuracy.
• Familiarity with customer service and contact center systems.
• Teamwork and collaboration skills.
• Commitment to compliance, confidentiality, and customer data protection.
• Languages: Arabic, Kurdish, English.