Call Center Agent (Outsource)

About the role

We are looking for a motivated Call Center Agent to handle inbound customer interactions for an outsourced service environment. You will use scripts and service guidelines to deliver fast, accurate responses while promoting ADIB’s products and services.

Key responsibilities

• Answer inbound calls, follow scripts and service guidelines.
• Resolve customer queries and complaints, aiming for first‑call resolution.
• Escalate complex cases with detailed information to supervisors or relevant departments.
• Educate customers on ADIB’s products, features, processes and policies.
• Adhere to standard operating procedures and compliance rules.
• 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.
• 0–2 years of call‑center experience for entry‑level positions; 2–4 years for senior‑level positions.

Required skills

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