Customer Care Specialist

RoleCustomer Care SpecialistLocationRas Al KhaimahRole PurposeTo drive call center performance through outbound and inbound calls in accordance with call center policies and procedures.Main ResponsibilitiesHandle 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 guidelines.Escalate customer queries and complaints as necessary.Follows up with customer via telephone or email following initial sales contact.Explain 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 format.Keep customer documents secured and filed accordingly.Initiate 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 qualify.Escalate hazard /potential risk immediately via the proper channels.Adherence to all ADIB policies.Key Performance IndicatorsCall qualityCustomer satisfactionAdherence to scheduleProduct & process knowledgeAverage handling timeSales leads generation target to reviewedSpecialist Skills / Technical Knowledge Technical Competencies Required for this roleCommunication skills bilingual language (Arabic/English)Sales skillsCustomer resolution skillsRequired ExperienceUnclear Seniority#J-18808-Ljbffr