Call Center Officer

Abu Dhabi

Department: Retail Finance- Customer Experience

Reporting to: Call Center Teamleader

Job Location: Abu Dhabi

  • Handling customer requests for all products/services which include, but not limited to: activation/blocking of cards; providing loan/card balances; recording customer requests and ensuring Turn Around Time (TAT) remains within the accepted timeframes.
  • Cross selling/up-selling products for Finance House/Islamic Finance House/Insurance House and selling easy cash, travel insurance, payday and other Finance House Group company products.
  • Conducting outbound customer calls for card activations, following up on requests and notifying customers of complaint resolutions.
  • Handling Insurance House customer inquiries, service requests and policy renewals.
  • Addressing questions regarding Value House deals/benefits promoted to cardholders and handling any other Value House related inquiry.
  • Managing the contact center mailbox for Finance House & Islamic Finance House.
  • Capturing/recording customer complaints and following up to ensure resolutions are made in collaboration with relevant areas.
  • Meeting/exceeding the operationally set Key Performance Indicators (KPI’s).
  • Understanding complex problems, providing solutions to customers, explaining policies and resolving conflicts.

Desired Skills and Experience

Minimum Qualifications – Bachelor's Degree in Finance or any other related feild.
      • Excellent communication skills/telephone etiquette
      • Customer centric attitude (able to handle all customers)
      • Ability to work both independently and as part of a team
      • Proficient user of relevant computer based applications and call center systems
      • Knowledgeable about sales principles and methods, with a proven track record in sales.
      • Previous related experience in a customer service/call centre environment is preferable.
      • Excellent written and verbal communication skills, high telephone etiquette knowledge and strong Interpersonal skills