✨ AI Summary
Abu Dhabi Islamic Bank is seeking a Customer Care Specialist for their contact center in Ras Al Khaimah. This full-time, permanent role involves driving call center performance through outbound and inbound calls, adhering to established policies and procedures. Key responsibilities include handling customer inquiries, explaining products and prices, processing orders, and maintaining accurate customer data. The specialist will also initiate outbound calls to prospects and existing customers, aiming to meet and exceed sales targets through proactive cross-selling and up-selling of bank products. Bilingual proficiency in Arabic and English, strong communication skills, the ability to interact with diverse customers, basic mathematical computation skills, and good knowledge of Microsoft Office are essential for this position.
Requirements
The role requires handling inbound & outbound calls according to procedures, guidelines, and schedules. Key responsibilities include explaining products, answering customer questions, obtaining customer information, entering orders, and maintaining accurate data. The role also involves initiating outbound calls to prospects and existing customers, meeting sales targets, and cross-selling/up-selling bank products. Adherence to ADIB policies and performing additional tasks when necessary are also required.
Description
JOB DESCRIPTIONRole: CONTACT CENTER AGENTLocation : RAKRole 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: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 guidelines3. Escalate customer queries and complaints as necessary.4. Follows up with customer via telephone or email following initial sales contact5. 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 accordingly10. 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 qualify13. Escalate hazard /potential risk immediately, via the proper channels14. Adherence to all ADIB policies.Job Conditions:1. Required to work on shifts2. Required to work 6 days a week3. Required to do overtime when necessary4. Required to perform additional tasks when necessarySpecialist Skills / Technical Knowledge Required for this role:1. Bilingual (Arabic & English)2. Strong communication skills3. Ability to interact with customers of all levels4. Ability to perform basic mathematical computation5. Good working knowledge of Microsoft Office