Contact Center Agent

About the role

Bank of Jordan is looking for a motivated, customer-oriented Call Center Agent. The role involves handling customer calls, answering questions about bank products and services, resolving complaints and guiding customers toward digital banking channels.

Key responsibilities

• Handle incoming customer calls and respond to inquiries professionally
• Provide accurate information about the Bank's products, services and banking channels
• Handle customer complaints and ensure timely resolution
• Assist customers with debit and credit card services, including activation, blocking, replacement, transaction inquiries and disputes
• Support customers with electronic banking services such as BOJ Mobile, internet banking and other digital channels
• Follow up on requests and coordinate with internal departments to deliver service
• Promote the Bank's products through cross-selling and refer sales opportunities to the relevant teams
• Guide customers toward digital and self-service channels and support marketing campaigns and new product launches
• Comply with the Bank's policies, procedures and service quality standards

Required profile

• Bachelor's degree in Business Administration, Banking, Finance or a related field; fresh graduates are welcome
• Good command of English
• Strong communication, interpersonal and problem-solving skills
• Customer service orientation and good persuasion and negotiation skills
• Team player who can work under pressure and handle different customer needs professionally