Call Center Agent

About the role

The Call Center Agent will support the bank’s customers through both inbound and outbound calls, ensuring high‑quality service and driving sales of banking products.

Key responsibilities

• Handle inbound and outbound calls following company procedures and schedules.
• Promote registration for IVR and SMS services to customers.
• Escalate customer queries and complaints when necessary.
• Follow up with customers via telephone or email after initial sales contact.
• Explain bank products, services and pricing, answering all customer questions.
• Collect customer information and enter orders into the system accurately.
• Maintain accurate records of tasks and secure customer documents.
• Initiate outbound calls to new‑to‑bank prospects and existing ADIB customers.
• Achieve daily, weekly and monthly sales targets, including cross‑selling and up‑selling bank products.
• Adhere to all ADIB policies and promptly report any hazards or risks.

Required profile

• Strong communication skills with fluency in Arabic and English.
• Proven sales ability and experience in customer resolution.
• Ability to work under schedule adherence and meet performance indicators.