Call Center Agent

To drive call center performance through outbound and inbound calls in accordance with call center policies and procedures.

Key Accountabilities of the role

1. Handle inbound & outbound calls according to procedures, guidelines, and schedules set by organization, call center.
2. Proactively offer customers to register for IVR and SMS service according to procedures and guidelines.
3. Escalate customer queries and complaints as necessary.
4. Follow up with customers via telephone or email following initial sales contact.
5. Explain products or services and prices and answer all the customers' questions.
6. Be polite and courteous when dealing with customers at all times.
7. Obtain customer information such as name, address, and reactions of prospects contacted, and enter orders into computers.
8. Keep accurate data on all tasks performed as per defined format.
9. Keep customer documents secured and filed accordingly.
10. Initiate outbound calls to NTB (New to Bank) prospect customers as well as existing ADIB customers.
11. Meet or exceed the daily, weekly, and monthly sales targets set by the Management.
12. Proactively cross-sell and upsell various bank products to customers or callers that qualify.
13. Escalate hazards/potential risks immediately via the proper channels.
14. Adhere to all ADIB policies.

Specialist Skills / Technical Knowledge Required for this role:

Communication Skills, bilingual language (Arabic / English), Sales Skills, Customer Resolution skills. Only UAE National candidates are considered for this role.