Call Center Agent

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

Job summary

A leading company in Abu Dhabi is seeking a Call Center Agent to manage inbound and outbound customer calls while driving call center performance. The ideal candidate will demonstrate strong communication skills and a passion for sales, ensuring excellent customer service. Key responsibilities include handling queries, escalating complaints, and meeting sales targets, all while adhering to company policies.

Qualifications

• Bilingual (Arabic/English) communication skills required.
• Strong sales and customer resolution skills are essential.
• Experience in a call center environment preferred.

Responsibilities

• Handle inbound and outbound calls according to procedures.
• Meet or exceed daily, weekly, and monthly sales targets.
• Proactively cross-sell and up-sell bank products.

Skills

Communication skills

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