Customer Care Specialist - RAK Outsource

ADIB - Abu Dhabi Islamic Bank; Ras Al Khaimah; On-site; AED 56,000 - 100,000; Full time

Job summary

ADIB - Abu Dhabi Islamic Bank in Ras Al Khaimah is seeking a Contact Center Agent to handle inbound and outbound calls, register customers for IVR/SMS, and upsell bank products. The role requires bilingual capabilities in Arabic and English, strong communication, and a customer-focused approach.

Working in shifts six days a week, you will maintain accurate customer data, follow policies, and strive to hit daily, weekly, and monthly targets while providing excellent service.

Qualifications

• Bilingual in Arabic and English required.
• Excellent verbal and written communication skills.
• Ability to interact with customers at all levels.

Responsibilities

• Handle inbound and outbound calls per procedures and schedules.
• Promote and register customers for IVR and SMS services.
• Escalate queries and complaints when needed.
• Follow up with customers by phone or email after initial contact.
• Explain products, services and pricing, and answer questions.
• Maintain polite, professional conduct with customers at all times.
• Collect and verify customer information and enter orders accurately.
• Keep data and documents organized and secure.
• Initiate outbound calls to NTB prospects and existing customers.
• Aim to meet or exceed daily, weekly and monthly sales targets.
• Cross-sell and upsell bank products to customers who qualify.
• Escalate hazards or risks through proper channels.
• Adhere to all ADIB policies.

Skills

Bilingual Arabic

Bilingual English

Strong communication

Customer interaction

Microsoft Office

Tools

Microsoft Office

Job description

Job Description:

Role: CONTACT CENTER AGENT

Location : RAK

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

Key Accountabilities of the role

These are the main responsibilities of this role

• 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. Adherence 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

Requirements: