Associate - Customer Contact Services (Contact Centre Agent)

Job description / Role

- 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 and 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.

Requirements

- High School or Diploma Holder.
- University Graduate Preferable.
- Experience, not required. However 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.