Contact Centre Voice Specialist (Emiratised Role)

At RAKBANK, we believe in fostering a culture of innovation, growth, and excellence. We are not just a bank – we are a community that thrives on teamwork, cutting-edge solutions, and the highest standards of governance.

Join us in co-creating the future of RAKBANK!

Job Overview

We are seeking a dedicated Contact Centre Voice Specialist. As a key member of our customer service team, you will be responsible for handling inbound and outbound voice communications, ensuring exceptional customer experiences, and contributing to the overall success of our contact center operations.

What you will do

• Handle incoming customer calls professionally and efficiently, addressing inquiries, resolving issues, and providing accurate information
• Conduct outbound calls for follow-ups, surveys, and proactive customer engagement initiatives
• Utilize contact center technologies and CRM systems to manage customer interactions and maintain accurate records
• Identify and escalate complex issues to appropriate departments or supervisors when necessary
• Collaborate with team members to share best practices and contribute to continuous improvement efforts
• Adhere to quality assurance standards and performance metrics
• Participate in training sessions and stay updated on company products, services, and policies
• Represent the company's values and maintain a positive image in all customer interactions
• Provide culturally sensitive customer service, leveraging understanding of UAE business practices
• Ensure to differentiate between Conventional & Islamic calls and assist customers based on their preferred product / services.

What you should have

• Strong verbal and written communication skills in both Arabic and English
• Proven experience in customer service or call center operations
• Proficiency in using contact center technologies and customer relationship management (CRM) software
• Excellent problem-solving and decision-making abilities
• Ability to work effectively in a fast-paced, high-volume environment
• In-depth understanding of UAE culture, business practices, and customer service expectations

What we are looking for

• Bachelor's degree
• Prior experience and knowledge of contact center is advantageous
• Must be a UAE national, in line with Emiratisation initiatives
• Flexibility to work in shifts, including weekends and holidays, as required

• Pay for performance culture (Competitive and performance-linked compensation)
• Diverse workforce and inclusive culture
• Career development and growth opportunities by design
• Work with the best minds in the field
• Get opportunities to bring your whole self to the organization and perform to your best.