Call Center Agent – Outsourced Support

About the role

We are looking for motivated Call Center Agents to join our outsourced team. You will handle inbound customer interactions, provide accurate information, and help resolve issues while representing ADIB’s products and services.

Key responsibilities

• Answer inbound calls following scripts and service guidelines.
• Resolve customer queries and complaints using product knowledge and troubleshooting steps to achieve first‑call resolution.
• Escalate complex cases with detailed documentation to supervisors or relevant departments.
• Educate customers on ADIB’s features, processes, and policies to increase satisfaction and usage.
• Follow SOPs and compliance rules to ensure regulatory adherence.
• Document call details and feedback accurately in CRM systems.
• Meet daily KPIs such as Average Handle Time, Customer Satisfaction, and First Call Resolution.
• Provide feedback on recurring issues to improve processes.

Required profile

• Bachelor’s degree in Business Administration, Management, or a related field.
• 0–4 years of experience in a call‑center environment (Officer or Senior Officer level).
• Excellent communication, problem‑solving, and organizational skills.

Required skills

• Good knowledge of call center software and systems.
• Proficiency in Microsoft Excel, Word, and PowerPoint.