Associate - Customer Contact Services - Arabic Speaker

Job description / Role

Job Purpose:
- Provide Internal and External customers with accurate information regarding ADCB products.
- Handle Telephonic enquiries and cross selling of ADCB Retail Banking products.
- Provide correct information to all customers regarding their accounts, credit cards, loans etc.
- Answer customer queries and resolve simple complaints immediately.
- Initiate outbound calls when required and adhere to call scripting.
- Cross sell various retail banking products and generate leads
- Capture complaints and forwarded them to InterAct Team.
- Customer-centric, focused and answer customer queries with confidence
- Maximize returns, minimize risk, and enhance relationships for the bank.
- Produce high quality calls and continuous follow up that leads to complete customer satisfaction.
- Communicate well and provide feedback for both internal and external customers for improvement of services or process.
- Contributes to the overall success of the unit and generate ideas that can be implemented to enhance productivity.
- Be able to adhere to internal departmental policies and meet job requirements as set in the JO.


Main Tasks and Responsibilities

Answering General Queries
- Answer customer queries for all products

Activation and Blocking of Cards
- Activate and block Debit Cards and Credit Cards for customers

Provide customer balance
- Provide customers with information about their balances for their account, loans, credit cards etc

Logging customer complains
- Capture customer complaints effectively and forward them to InterAct Team.

Customer requests
- Record customer requests and ensure that they are processed within the stipulated TAT.

Cross sell products and generate leads
- Cross sell all the bank products to customers and generate leads.

Migration to Alternate Channels
- Inform customers and migrate them to IVR, Internet Banking or SMS Mobile Banking with a view to reduce the number of calls.

Requirements

- High School or Diploma Holder.
- University Graduate Preferable
- Work experience in a Customer Service Environment / Call Centre is preferable.

About the Company

ADCB is a full-service commercial bank offering a wide range of products and services such as retail banking, wealth management, private banking, corporate banking, commercial banking, cash management, investment banking, corporate finance, foreign exchange, interest rate and currency derivatives, Islamic products, project finance, and property management services.