Job Description

Role: Call Center Agent

Location: Abu Dhabi

ROLE PURPOSE:

• To drive call center performance through outbound and inbound calls in accordance with call center policies and procedures.

These are the main responsibilities of this role:

1. Handle inbound & outbound calls according to procedures, guidelines, and schedules set by organization, call center.
2. Proactively offer customer to register IVR and SMS service according to procedures and guidelines
3. Escalate customer queries and complaints as necessary.
4. Follows up with customer via telephone or email following initial sales contact
5. Explain products or services and prices and answer all the customers questions.
6. Polite and courteous when dealing with customers all the time.
7. Obtain customer information such as name, address, and reactions of prospects contacted enter orders into computers.
8. Keep accurate data on all tasks performed as per defined format,
9. Keep customer documents secured and filed accordingly
10. Initiate outbound calls to NTB (New to Bank) prospect customers as well as existing ADIB customers.
11. Meet or exceed the daily, weekly, and monthly sales targets set by the Management.
12. Proactively cross sale and up sell the various bank products to customers or caller that qualify
13. Escalate hazard /potential risk immediately, via the proper channels
14. Adherence to all ADIB policies.

KEY PERFORMANCE INDICATORS:

• Call quality
• Customer satisfaction
• Adherence to schedule
• Product & process knowledge
• Average handling time
• Sales leads generation – target to reviewed

Specialist Skills / Technical Knowledge, Technical Competencies Required for this role:

• Communication skills, bilingual language (Arabic/English)
• Sales skills
• Customer resolution skills