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:
- 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
