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Customer Service Representative

2 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Abu Dhabi Islamic Bank PJSC Full time

Role: Customer Service Representative

Location: Abu Dhabi

About the Role:

  • To drive contact center performance through outbound and inbound calls in accordance with call center policies and procedures.

Main Responsibilities:

  1. Handle inbound & outbound calls according to procedures, guidelines, and schedules set by organization, contact center.
  2. Proactively offer customers to register IVR and SMS service according to procedures and guidelines.
  3. Escalate customer queries and complaints as necessary.
  4. Follow up with customers via telephone or email following initial sales contact.
  5. Explain products or services and prices and answer all the customer's questions.
  6. Maintain a polite and courteous demeanor when dealing with customers at all times.
  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 management.
  12. Proactively cross-sell and up-sell the various bank products to customers or callers that qualify.
  13. Escalate hazards/potential risks immediately, via the proper channels.
  14. Adhere to all ADIB policies.

Performance Indicators:

  • Call quality
  • Customer satisfaction
  • Adherence to schedule
  • Product & process knowledge
  • Average handling time
  • Sales leads generation – target to reviewed