Job Description

Call Center Agent




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
Job ID 300002296549576