Call Center Agent (Outsource)

About the role

We are looking for a motivated Call Center Agent to handle inbound customer calls for ADIB’s products and services. The role focuses on delivering fast, accurate assistance while maintaining high satisfaction levels and adhering to compliance standards.

Key responsibilities

• Answer inbound calls using scripts and service guidelines to provide quick, accurate responses.
• Resolve customer queries and complaints through product knowledge and troubleshooting to achieve first‑call resolution.
• Escalate complex cases by capturing details and forwarding them to supervisors or relevant departments.
• Educate customers on ADIB’s products, features, processes, and policies.
• Follow standard operating procedures and compliance rules during every interaction.
• Document call details and customer 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 help 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.
• Excellent communication, problem‑solving, decision‑making, organizational and time‑management abilities.

Required skills

• Proficiency with call‑center software and systems.
• Experience using CRM platforms to record interactions.
• Strong knowledge of Microsoft Office applications (Excel, Word, PowerPoint).