Customer Care Specialist - RAK Outsource

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.

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.

• 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

• 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: