Call Center Agent

Call Center Agent Job Description

Role: Call Center Agent
Location: Abu Dhabi - Baniyas Branch

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:

• 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 sell 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 be reviewed

Specialist Skills / Technical Knowledge Required for this role:

1- Communication Skills, bilingual language (Arabic/English)

2- Sales Skills

3- Customer Resolution Skills

This role is for UAE Nationals Only. Job ID 300002223129159