Call Center Agent
Full time
at ADIB - Abu Dhabi Islamic Bank
in
UAE
Posted on December 22, 2024
Job details
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.
- Handle inbound & outbound calls according to procedures, guidelines, and schedules set by the organization.
- Proactively offer customers the option 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, and answer all customer questions.
- Be polite and courteous when dealing with customers at all times.
- Obtain customer information such as name, address, and reactions of prospects contacted, and 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 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
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