Call Center Agent | Abu Dhabi, UAE

Call Center Agent

ADIB - Abu Dhabi Islamic Bank
Abu Dhabi, United Arab Emirates

Posted: 14 days ago
Type: Permanent
Salary: Competitive

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

• Handle inbound & outbound calls according to procedures, guidelines, and schedules set by the organization.
• Proactively offer customers 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, answering all customer questions.
• Maintain politeness and courtesy 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.
• Secure and file customer documents accordingly.
• Initiate outbound calls to NTB (New to Bank) prospect customers as well as existing ADIB customers.
• Meet or exceed daily, weekly, and monthly sales targets set by 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.

• Call quality
• Customer satisfaction
• Adherence to schedule
• Product & process knowledge
• Average handling time
• Sales leads generation - target to be reviewed

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