Call Center Agent - Social Media (Remote)

About the role

We are looking for a motivated Call Center Agent to manage our social media channels and provide high‑quality customer support remotely. You will act as the first point of contact for banking customers, handling inquiries, complaints, and service requests through digital platforms.

Key responsibilities

• Support and monitor social media channels for the Contact Center.
• Respond to inbound calls, digital inquiries, and complaints courteously and efficiently.
• Collect accurate customer information and complete documentation for service requests.
• Identify cross‑sell opportunities and promote bank products based on customer needs.
• Achieve call center KPIs such as quality scores, service levels, and satisfaction targets.
• Document customer feedback, complaints, and escalations in the call center system.
• Escalate unresolved issues to the Call Center Supervisor promptly.
• Coordinate with internal departments to resolve cross‑functional requests.
• Ensure compliance with bank policies, regulatory standards, and SAMA requirements.

Required profile

• Bachelor's degree in Business Administration, Banking, or a related field (or a Diploma with ~1 year experience).
• Prior experience in call‑center operations, customer service, or banking support is preferred.
• Professional certificate in a relevant area is a plus.

Required skills