وصف الوظيفة
Role Overview
Customer Care Specialist - RAK (Outsource) at ADIB, based in Ras Al Khaimah. This is a contact center agent role responsible for driving call center performance through outbound and inbound calls in accordance with call center policies and procedures.
Role Purpose
To drive call center performance through outbound and inbound calls in accordance with call center policies and procedures.
Key Responsibilities
Inbound & Outbound Call Management
- Handle inbound and outbound calls according to procedures, guidelines, and schedules set by the organization and call center.
- Initiate outbound calls to NTB (New to Bank) prospect customers as well as existing ADIB customers.
- Follow up with customers via telephone or email following initial sales contact.
Customer Service & Communication
- Explain products or services and prices and answer all customer questions.
- Maintain politeness and courtesy when dealing with customers at all times.
- Interact with customers of all levels professionally.
- Proactively offer customers the option to register for IVR and SMS services according to procedures and guidelines.
Sales & Cross-Selling
- Meet or exceed the daily, weekly, and monthly sales targets set by management.
- Proactively cross-sell and up-sell various bank products to customers or callers who qualify.
Query & Issue Management
- Escalate customer queries and complaints as necessary.
- Escalate hazards or potential risks immediately via proper channels.
Data & Documentation
- Obtain customer information such as name, address, and reactions of prospects contacted and enter orders into computers.
- Keep accurate data on all tasks performed as per defined format.
- Keep customer documents secured and filed accordingly.
Compliance & Policy
- Adhere to all ADIB policies.
Skills & Competencies
- Bilingual proficiency in Arabic and English.
- Strong communication skills.
- Ability to interact with customers of all levels.
- Ability to perform basic mathematical computation.
- Good working knowledge of Microsoft Office.
Additional Information
- Required to work on shifts.
- Required to work six days a week.
- Required to perform overtime when necessary.
- Required to perform additional tasks when necessary.
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