Job Accountabilities:
- Handle inbound calls by following scripts and service guidelines to provide quick and accurate responses.
- Resolve customer queries and complaints by applying product knowledge and troubleshooting steps to achieve first-call resolution.
- Escalate complex cases by capturing details and forwarding them to supervisors or relevant departments to ensure timely resolution.
- Educate customers on ADIB’s products and services by clearly explaining features, processes, and policies to increase satisfaction and usage.
- Follow standard operating procedures and compliance rules during every interaction to ensure regulatory adherence and minimize errors.
- Document call details and customer feedback accurately in CRM systems to maintain reliable records and support future service improvements.
- Support team targets by meeting daily KPIs such as Average Handle Time (AHT), Customer Satisfaction (CSAT), and First Call Resolution (FCR).
- Provide feedback on recurring customer issues by sharing insights with supervisors to help improve processes and reduce repeat calls.
Qualifications & Experience:
- Bachelor’s degree in Business Administration, Management, or related field.
- Officer: 0–2 years of experience in call center.
- Senior Officer: 2–4 years of experience in call center.
Skills:
- Excellent communication skills.
- Excellent problem-solving and decision-making skills.
- Excellent organizational and time-management skills.
Technical Skills:
- Good knowledge of call center software and systems.
- Proficiency in Microsoft Office (Excel, Word, PowerPoint).
