Customer Care Specialist

ADIB; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading bank in the UAE is seeking a Customer Care Specialist based in Ras Al Khaimah. The role focuses on driving call center performance through effective inbound and outbound communication. Candidates should have strong bilingual skills in Arabic and English and a knack for sales. Responsibilities include handling customer queries and achieving sales targets. This position emphasizes customer satisfaction and adherence to bank policies.

Qualifications

• Bilingual in Arabic and English.
• Strong communication skills for effective customer interactions.
• Ability to meet sales targets and provide excellent customer resolution.

Responsibilities

• Handle inbound & outbound calls according to procedures.
• Proactively offer customers IVR and SMS registration.
• Follow up with customers after initial contact.

Skills

Communication skills

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.

These are the main responsibilities of this role :

1. Handle inbound & outbound calls according to procedures, guidelines, and schedules set by the organization and call center.
2. Proactively offer customers to register for IVR and SMS services according to procedures and guidelines.
3. Escalate customer queries and complaints as necessary.
4. Follow up with customers via telephone or email following initial contact.
5. Explain products, services, prices, and answer all customer questions.
6. Maintain politeness and courtesy when dealing with customers at all times.
7. Obtain customer information such as name, address, and reactions of prospects contacted; enter orders into computers.
8. Keep accurate data on all tasks performed as per the defined format.
9. Keep customer documents secured and filed accordingly.
10. Initiate outbound calls to new-to-bank (NTB) prospect customers as well as existing ADIB customers.
11. Meet or exceed daily, weekly, and monthly sales targets set by management.
12. Proactively cross-sell and up-sell various bank products to customers or callers that qualify.
13. Escalate hazards or potential risks immediately via proper channels.
14. Adhere to all ADIB policies.

KEY PERFORMANCE INDICATORS :

1. Call quality
2. Customer satisfaction
3. Adherence to schedule
4. Product & process knowledge
5. Average handling time
6. Sales leads generation – target to be reviewed

Specialist Skills / Technical Knowledge, Technical Competencies Required for this role :

• Communication skills, bilingual (Arabic / English)
• Sales skills
• Customer resolution skills