Call Center Agent

Description

Role: Call Center Agent

Location: Ras-Al-Khaimah

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

Key Accountabilities of the role

• Handle inbound & outbound calls according to procedures, guidelines, and schedules set by the organization call center.
• 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, services, and prices; answer 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 the defined format.
• Secure and file customer documents appropriately.
• 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 management.
• Proactively cross-sell and up-sell various bank products to customers or callers that qualify.
• Escalate hazards or potential risks immediately via proper channels.
• Adhere to all ADIB policies.

Specialist Skills / Technical Knowledge Required for this role:

• Communication Skills in bilingual languages (Arabic/English)
• Sales Skills
• Customer Resolution Skills

Only UAE National candidates are considered for this role.

Required Experience:

Unclear Seniority