Call Center Agent - ADIB - Abu Dhabi Islamic Bank
Job description
Call Center Agent - ADIB - Abu Dhabi Islamic Bank
Job DescriptionRole: Call Center AgentLocation: Abu DhabiROLE 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.
- 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
- 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 language (Arabic/English)
- Sales skills
- Customer resolution skills