Job description

The Customer Service Representative – Retail Banking (Contact Centre) is responsible for delivering high-quality, professional customer service within Sharjah Islamic Bank’s retail banking contact centre. The role involves handling inbound customer calls, emails, inquiries, complaints, fault reports, and routine service requests with minimal supervisory support, while escalating complex or non-routine issues in consultation with a supervisor. The position requires conducting outbound calls for telemarketing campaigns and survey exercises, accurately capturing and tabulating customer responses, and assisting with follow-ups. The role ensures strict adherence to prescribed banking policies, operating procedures, quality standards, consumer protection regulations, and the SIB Conduct Risk Framework to ensure fair treatment of customers, data protection, and regulatory compliance. The Customer Service Representative records call details accurately in bank systems, uses approved call scripts effectively, suggests script or process improvements, reports customer feedback to support continuous product and service improvement, and actively participates in team development initiatives. The role includes attending assigned shift duties to ensure uninterrupted contact centre operations and requires professional conduct, tact, diplomacy, empathy, and emotional maturity when handling customer interactions, including difficult or sensitive calls. The role supports Sharjah Islamic Bank’s Sharia-compliant retail banking services and contributes to maintaining high customer satisfaction and service excellence.