Call Center Agent (outsource)

Job Accountabilities:

1. Handle inbound calls by following scripts and service guidelines to provide quick and accurate responses.
2. Resolve customer queries and complaints by applying product knowledge and troubleshooting steps to achieve first-call resolution.
3. Escalate complex cases by capturing details and forwarding them to supervisors or relevant departments to ensure timely resolution.
4. Educate customers on ADIB’s products and services by clearly explaining features, processes, and policies to increase satisfaction and usage.
5. Follow standard operating procedures and compliance rules during every interaction to ensure regulatory adherence and minimize errors.
6. Document call details and customer feedback accurately in CRM systems to maintain reliable records and support future service improvements.
7. Support team targets by meeting daily KPIs such as Average Handle Time (AHT), Customer Satisfaction (CSAT), and First Call Resolution (FCR).
8. Provide feedback on recurring customer issues by sharing insights with supervisors to help improve processes and reduce repeat calls.

Qualifications & Experience:

• Bachelor’s degree in Business Administration, Management, or related field.
• Officer: 0–2 years of experience in call center.
• Senior Officer: 2–4 years of experience in call center.

Skills:

• Excellent communication skills.
• Excellent problem-solving and decision-making skills.
• Excellent organizational and time-management skills.

Technical Skills:

• Good knowledge of call center software and systems.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).