Job Description

Role: CONTACT 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.

Key Accountabilities of the role

These are the main responsibilities of this role
RESPONSIBILITIES:
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 seel and up sell the various bank products to customers or caller that qualify
13. Escalate hazard /potential risk immediately, via the proper channels
14. Adherance to all ADIB policies.

Job Conditions:
1. Required to work on shifts
2. Required to work 6 days a week
3. Required to do overtime when necessary
4. Required to perform additional tasks when necessary

Specialist Skills / Technical Knowledge Required for this role:

1. Bilingual (Arabic & English)
2. Strong communication skills
3. Ability to interact with customers of all levels
4. Ability to perform basic mathematical computation
5. Good working knowledge of Microsoft Office