Customer Care Specialist

ADIB Group; Ras Al Khaimah; On-site; AED 60,000 - 80,000; Full time

Job summary

A financial services organization in Ras Al Khaimah is seeking a Customer Care Specialist. The role involves managing inbound and outbound calls, ensuring customer satisfaction, and meeting sales targets. Strong communication skills in Arabic and English are essential. Ideal candidates will have experience in customer service and sales, with a focus on compliance with company procedures and policies.

Qualifications

• Proven ability to handle inbound and outbound calls.
• Strong customer service skills and experience.
• Familiarity with sales processes and procedures.

Responsibilities

• Handle inbound & outbound calls according to procedures.
• Proactively offer customers registration for services.
• Escalate customer queries and complaints as necessary.
• Meet or exceed sales targets set by management.

Skills

Communication skills in Arabic and English

Sales skills

Customer resolution skills

Job description

Description

Role: Customer Care Specialist

Location: Ras Al Khaimah

Role Purpose:

To drive call center performance through outbound and inbound calls in accordance with call center policies and procedures.

Main Responsibilities:

• Handle inbound & outbound calls according to procedures, guidelines, and schedules set by the organization call center.
• Proactively offer customers to register for IVR and SMS services according to procedures and guidelines.
• Escalate customer queries and complaints as necessary.
• Follow up with customers via telephone or email following initial sales contact.
• Explain products, services, and prices; answer all customer questions.
• Maintain politeness and courtesy when dealing with customers at all times.
• 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 the defined format.
• Secure and file customer documents 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 management.
• Proactively cross-sell and up-sell various bank products to qualifying customers or callers.
• Escalate hazards or potential risks immediately via the proper channels.
• Adhere to all ADIB policies.

Key Performance Indicators:

• Call quality
• Customer satisfaction
• Adherence to schedule
• Product & process knowledge
• Average handling time
• Sales leads generation targets (to be reviewed)

Technical Skills / Competencies Required:

• Communication skills in Arabic and English
• Sales skills
• Customer resolution skills

Required Experience:

Unclear seniority level