Customer Care Specialist – Ras Al Khaimah

About the role

The Customer Care Specialist will join ADIB's contact centre in Ras Al Khaimah, handling both inbound and outbound interactions with customers. The role focuses on delivering high‑quality service, promoting bank products, and supporting the overall performance of the call centre.

Key responsibilities

• Manage inbound and outbound calls following ADIB procedures and schedules.
• Promote IVR and SMS services to customers.
• Escalate queries and complaints when necessary.
• Follow up with customers via phone or email after initial contact.
• Explain products, services, and pricing, answering all customer questions.
• Enter customer information and orders accurately into the system.
• Maintain secure and organized customer documentation.
• Initiate outbound calls to new‑to‑bank prospects and existing customers.
• Achieve daily, weekly, and monthly sales targets.
• Cross‑sell and up‑sell qualified bank products.
• Report any hazards or potential risks immediately.
• Adhere to all ADIB policies and procedures.

Required profile

• Bilingual in Arabic and English.
• Strong communication abilities.
• Comfortable interacting with customers at all levels.
• Basic mathematical computation skills.
• Willingness to work shifts, six days a week, and overtime as needed.

Required skills

• Good working knowledge of Microsoft Office.