Call Center Agent

Date: Sep 3, 2023

Location: Kuwait


Reports To

Manager, RBD - Call Center

Job Purpose

Handle inbound/outbound, resolve customer issues and provide high customer service

Generic Accountabilities

Generic Accountabilities are not specified for this role

Specific Accountabilities

  1. Inbound calls Take inbound and handle/solve customer queries and issues
  2. Outbound calls Perform necessary outbound calls for solving customer issues or sales campaigns
  3. Service Quality Handle calls in line with customer service protocols and ensure high level of customer satisfaction
  4. Systems Ensure data is entered correctly into systems and all data requirements are captured
  5. Security Follow security processes and ensure that access to account details is in line with procedures
  6. Complaints Handle customer concerns by taking detailed information and logging customer service complaints
  7. Sales Sells additional services by recognizing opportunities to cross-sell

Job Success Factors

  • High levels of customer satisfaction 
  • High productivity
  • Security routines strictly followed
  • Good identification of sales opportunities
  • Accurate data inputting
  • Effective handling of customer complaints 


Diploma Degree or Equivalent Certification/Experience in Business Administration and Management


  • Fresh experience in customer-facing roles


  • Knowledge of security processes
  • Systems knowledge and system interrogation
  • Knowledge of data capture

Work Contact

Internal Stakeholders: Call Center team and other departments

External Stakeholders: ABK Customers

Interview Questions

JD Code

RBD 22.2