About this role
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 organization, call center. • Proactively offer customer to register IVR and SMS service according to procedures and guidelines • Escalate customer queries and complaints as necessary. • Follows up with customer via telephone or email following initial sales contact • Explain products or services and prices and answer all the customers questions. • Polite and courteous when dealing with customers all the time. • 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 sale and up sell the various bank products to customers or caller that qualify • Escalate hazard /potential risk immediately, via the proper channels • Adherence 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 reviewed
Specialist Skills / Technical Knowledge, Technical Competencies Required for this role:
• Communication skills, bilingual language (Arabic/English) • Sales skills • Customer resolution skills