Customer Care Specialist Abu Dhabi (Outsource)

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

Job summary

A leading banking institution in Abu Dhabi is seeking a Contact Center Agent to manage inbound and outbound calls, ensuring compliance with established procedures. The ideal candidate will be bilingual in Arabic and English, skilled in customer interaction, with a strong commitment to meeting sales targets. This role requires working shifts, and the ability to handle customer queries with politeness and accuracy. Additional technical skills in Microsoft Office are also required.

Qualifications

• Required to handle inbound & outbound calls according to guidelines.
• Monitor calls to meet performance standards.
• Must be polite and courteous to customers at all times.

Responsibilities

• Initiate outbound calls to new and existing customers.
• Escalate customer queries and complaints as necessary.
• Meet or exceed daily and monthly sales targets.
• Maintain accurate data on all tasks performed.

Skills

Bilingual (Arabic & English)

Strong communication skills

Ability to interact with customers of all levels

Ability to perform basic mathematical computation

Good working knowledge of Microsoft Office

Job description

Description

Role: CONTACT 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.

Responsibilities

1. Handle inbound & outbound calls according to procedures guidelines and schedules set by organization call center.
2. Proactively offer customer to register IVR and SMS service according to procedures and guidelines.
3. Escalate customer queries and complaints as necessary.
4. Follows up with customer via telephone or email following initial sales contact.
5. Explain products or services and prices and answer all the customers questions.
6. Polite and courteous when dealing with customers all the time.
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 defined format.
9. Keep customer documents secured and filed accordingly.
10. Initiate outbound calls to NTB (New to Bank) prospect customers as well as existing ADIB customers.
11. Meet or exceed the daily weekly and monthly sales targets set by the Management.
12. Proactively cross seel and up sell the various bank products to customers or caller that qualify.
13. Escalate hazard /potential risk immediately via the proper channels.
14. Adherance to all ADIB policies.

Job Conditions

1. Required to work on shifts.
2. Required to work 6 days a week.
3. Required to do overtime when necessary.
4. Required to perform additional tasks when necessary.

Specialist Skills / Technical Knowledge Required for this role

1. Bilingual (Arabic & English).
2. Strong communication skills.
3. Ability to interact with customers of all levels.
4. Ability to perform basic mathematical computation.
5. Good working knowledge of Microsoft Office.

Required Experience

IC