Customer Care Specialist

DescriptionRole: Customer Care SpecialistLocation: Ras Al Khaimah 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: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 formatKeep 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 sale and up sell the various bank products to customers or caller that qualifyEscalate hazard /potential risk immediately via the proper channelsAdherence to all ADIB policies.KEY PERFORMANCE INDICATORS:Call qualityCustomer satisfactionAdherence to scheduleProduct & process knowledgeAverage handling timeSales leads generation target to reviewedSpecialist Skills / Technical Knowledge Technical Competencies Required for this role:Communication skills bilingual language (Arabic/English)Sales skillsCustomer resolution skillsRequired Experience:Unclear Seniority Key Skills Bidding,Business Solutions,ABAP,Business Operations,Business Sales,Corporate Marketing Employment Type : Full Time Experience: years Vacancy: 1