Requirements
The Customer Care Specialist will handle inbound and outbound calls, offer IVR and SMS registration, escalate customer queries, explain products and prices, maintain customer data, and meet sales targets. Key skills include communication, bilingualism (Arabic/English), sales, and customer resolution.
Description
JOB DESCRIPTIONRole : Customer Care SpecialistLocation : Abu Dhabi - Bani Yas ( UAE National Only ) 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 roleRESPONSIBILITIES: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 guidelinesEscalate customer queries and complaints as necessary.Follows up with customer via telephone or email following initial sales contactExplain 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 accordinglyInitiate 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 seel and up sell the various bank products to customers or caller that qualifyEscalate hazard /potential risk immediately, via the proper channelsAdherance to all ADIB policies.Call qualityCustomer satisfactionAdherence to schdeduleProduct & process knowledgeAverage handling timeSales leads generation †target to reviewedSpecialist Skills / Technical Knowledge Required for this role:Communication Skills, bilingual language (Arabic/English), Sales Skills, Customer Resolution skills.