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Call Center Agent

Call Center Agent

ADIBUnited Arab Emirates
منذ أكثر من 30 يومًا
الوصف الوظيفي

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
  • إنشاء تنبيه وظيفي لهذا البحث

    Call Center Agent • United Arab Emirates