Call Center Agent

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

Job summary

A leading financial institution in Abu Dhabi is seeking a Call Center Agent to manage inbound and outbound calls, ensure customer satisfaction, and achieve sales targets. The ideal candidate should be bilingual in Arabic and English, possess strong sales skills, and excel in customer resolution. You will follow up with customers and offer additional services while maintaining a focus on meeting performance indicators in a dynamic environment.

Qualifications

• Excellent communication skills in both English and Arabic.
• Proven sales experience.
• Ability to resolve customer issues effectively.

Responsibilities

• Handle inbound & outbound calls according to procedures.
• Proactively offer to register customers for services.
• Escalate customer queries and complaints as necessary.
• Follow up with customers after initial contact.
• Initiate outbound calls to prospects and existing customers.
• Meet daily and monthly sales targets.

Skills

Bilingual communication (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
• Polite and courteous when dealing with customers all the time.
• Obtain customer information such as name address and reactions of prospects contacted entered 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