Customer Care Specialist

ADIB Group; Ras Al Khaimah; On-site; AED 10,000 - 15,000; Full time

Job summary

A leading financial services provider is looking for a Customer Care Specialist in Ras Al Khaimah. The role involves managing inbound and outbound calls, offering services, and meeting sales targets. The ideal candidate should have strong communication skills in Arabic and English, sales expertise, and a commitment to customer satisfaction. This position offers opportunities to engage with customers and enhance their experience with banking services.

Qualifications

• Experience in handling inbound and outbound calls according to procedures.
• Ability to explain products/services and answer customer questions.
• Polite and courteous communication with customers.

Responsibilities

• Manage call center performance through inbound and outbound calls.
• Offer customers IVR and SMS service registrations.
• Follow up with customers after initial sales contact.

Skills

Communication skills bilingual (Arabic/English)

Sales skills

Customer resolution skills

Job 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 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