Call Center Agent

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