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 the organization.
• Proactively offer customers the option to register for IVR and SMS services according to procedures and guidelines.
• Escalate customer queries and complaints as necessary.
• Follow up with customers via telephone or email following initial sales contact.
• Explain products or services and prices, and answer all customer questions.
• Be polite and courteous when dealing with customers at all times.
• Obtain customer information such as name, address, and reactions of prospects contacted, and 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 upsell various bank products to qualifying customers.
• Escalate hazards/potential risks immediately via the proper channels.
• Adhere 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, Technical Competencies Required for this role:

• Communication skills, bilingual (Arabic/English)
• Sales skills
• Customer resolution skills