Representative – Call Center

The Call Center Representative handles customer calls and other assigned interactions, provides accurate information about banking products and services, and guides customers toward appropriate solutions. The role aims to resolve enquiries promptly, escalate complaints through the right channels and deliver a professional customer experience while following bank procedures and call-handling standards.

Key Responsibilities

• Respond to customer interactions politely and identify the purpose of each enquiry before providing assistance.
• Gather relevant information, verify details according to procedure and explain available services in clear language.
• Resolve routine concerns where possible and route complaints or complex cases to the responsible internal team.
• Maintain current knowledge of the bank’s products, services, policies and customer-service processes.
• Provide accurate information and avoid unsupported promises about products, approvals or service timelines.
• Introduce relevant products or services when appropriate and in line with customer needs and bank guidance.
• Record enquiries and actions correctly, follow call schedules and meet quality and service-level expectations.
• Attend training and feedback sessions to strengthen product knowledge, communication and call-handling performance.
• Work constructively with colleagues and supervisors and remain flexible to support different lines of business.

Requirements and Skills

• 0–1 year of call center experience is suitable for this role.
• Minimum high-school or diploma-level education.
• Clear spoken communication, patience, active listening and a customer-focused approach.
• Comfort using computer systems, following procedures and handling customer information confidentially.

Professional Expectations

The role requires sound judgement, dependable follow-through and clear communication with the relevant team. Candidates should be prepared to keep records accurate, protect confidential information and follow the employer’s documented policies and applicable local requirements.

Employment Details

• Company: Dubai Islamic Bank (DIB)
• Location: Dubai, United Arab Emirates
• Employment Type: Full Time