Call Center Agent MPM, Abu Dhabi Islamic Bank, UAE

Abu Dhabi Islamic Bank

Abu Dhabi Islamic Bank (ADIB) is seeking highly trained candidates for the job position of Call Center Agent – MPM (outsource) in Abu Dhabi, UAE. ADIB is a leading islamic bank, Headquartered and listed in Abu Dhabi, UAE. It is a public joint stock company with the purpose of being a Lifelong partner for Customers, Colleagues and Communities. The bank currently serves 1 million Customers. It has combined a highly Personalized customer experience with World-class Digital Banking Services. ADIB has one of the largest Distribution network in the Emirates with more than 60 Branches. Internationally, the bank has presence in 6 Strategic markets. The wider ADIB group provides Brokerage, Real Estate, Property Management, Payment and Insurance Services.

Job Purpose of A Call Centre Agent

To drive MPM Call Center Performance through Outbound and Inbound calls in accordance with call center Policies and Procedures.

Job Duties of A Call Center Agent At ADIB (UAE)

  • Answering calls from Customers and addressing their Inquiries, Concerns, and clComplaints.
  • Making Outbound calls to customers to follow up on Inquiries or provide Updates.
  • Identify and resolve customer Concerns & Escalate them to higher level support if necessary following the Department Escalation process.
  • Explain, Cross / Up sell products & services whenever applicable.
  • Provide excellent customer service by being polite, patient, and helpful.
  • Maintain positive and professional attitude throughout the call.
  • Handle multiple tasks simultaneously, such as inputting data and updating customer records.

What you’ll do

  • Maintain Accurate and Detailed records of customer interactions.
  • Adhere to scripts and guidelines provided by the company.
  • Meeting established Productivity and quality standards.
  • Continuously improving knowledge of the company’s products and services.
  • Participate in training sessions and team meetings.
  • Contributing to a positive and supportive work environment.
  • Escalate hazards /potential risk immediately, via the proper channels.
  • Adherence to all ADIB policies.
  • Keep accurate data on all tasks performed as per defined format.
  • Keep customer documents secured and filed accordingly.
  • Meet department goals by acheiving the targets set by the Call Center Management such as average handlining time, call quality, statisfactory attendance, Compliance to Day to day operation rule etc.

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Who Can Apply?


  • Bachelor’s Degree in Relevant field.


  • 2-3 years of Experience in Customer Service.

Skills & Knowledge Desired

  • Strong Communication skills.
  • Ability to interact with customers of all levels.
  • Ability to perform basic Mathematical Computation.
  • Bilingual skills (Arabic & English).
  • Good working knowledge of Microsoft Office.

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