Call Center Agent – Customer Service & Sales

About the role

Join our Retail Banking team as a Call Center Agent in Abu Dhabi. You will handle both inbound and outbound calls, delivering excellent customer service while promoting bank products. The role focuses on meeting sales targets and ensuring compliance with ADIB policies.

Key responsibilities

• Handle inbound and outbound calls following company procedures and schedules.
• Proactively promote IVR and SMS services to customers.
• Escalate customer queries and complaints when necessary.
• Follow up with customers via telephone or email after initial contact.
• Explain bank products, services, and pricing, answering all customer questions.
• Collect customer information and enter orders accurately into the system.
• Maintain accurate records and secure customer documents.
• Initiate outbound calls to new‑to‑bank prospects and existing ADIB customers.
• Meet or exceed daily, weekly, and monthly sales targets.
• Cross‑sell and up‑sell qualified bank products.
• Report any hazards or potential risks immediately through proper channels.

Required profile

• Bilingual communication skills in Arabic and English.
• Strong sales and customer resolution abilities.
• Polite, courteous demeanor with customers at all times.
• Ability to adhere to schedules, call quality standards, and company policies.