Call Center Agent
Job description
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 customers to register IVR and SMS service 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 the customers' questions.
- Be polite and courteous when dealing with customers at all times.
- 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 upsell the various bank products to customers or callers that qualify.
- Escalate hazards/potential risks immediately, via the proper channels.
- Adhere to all ADIB policies.
KEY PERFORMANCE INDICATORS:
- Call quality
- Adherence to schedule
- Product & process knowledge
- Sales leads generation target to be reviewed
Specialist Skills / Technical Knowledge, Technical Competencies Required for this role:
Abu Dhabi Islamic Bank PJSC (Arabic: مصرف أبوظبي الإسلامي) is an Islamic bank based in Abu Dhabi city, in the United Arab Emirates.