Call Center Agent

ADIB - Abu Dhabi Islamic Bank


Date: 2 hours ago
City: Abu Dhabi
Contract type: Full time


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:


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




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