Bilingual Call Center Agent – Inbound/Outbound Sales

ADIB Group; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading financial institution in Abu Dhabi is looking for a Call Center Agent to manage inbound and outbound calls. The ideal candidate will excel in sales, provide excellent customer service, and be proficient in both Arabic and English. Responsibilities include adhering to policies, meeting sales targets, and ensuring customer satisfaction. Benefits include competitive compensation and opportunities for growth.

Qualifications

• Bilingual in Arabic and English with strong communication skills.
• Proven sales skills with a focus on customer satisfaction.
• Ability to resolve customer issues efficiently.

Responsibilities

• Handle inbound & outbound calls according to procedures.
• Proactively offer customers to register for services.
• Meet or exceed sales targets set by management.

Skills

Communication skills bilingual language (Arabic/English)

Sales skills

Customer resolution skills

Job description

Description

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

Required Experience:

Unclear Seniority