Lead Generation Officer, Abu Dhabi Islamic Bank UAE

Abu Dhabi Islamic Bank (ADIB) presently has a job opening for eligible candidate for position of Lead Generation Officer. The selected candidate will work at ADIB branch in Dubai. This job has been posted on company’s career page on 18 October 2023 and is now open for all aspiring candidates.

Job Purpose of A Lead Generation Officer

• Play a pivotal role in ensuring a seamless and efficient sales process and timely logging of lead.
• Providing essential assistance to the sales team, handling customer inquiries, processing order accurately & coordinating with various departments to facilitate smooth fulfilment.
• Contribute to maintaining high levels of customer satisfaction and optimizing the overall sales operation.

Job Duties of A Lead Generation Officer

• Logging verified inbound inquiries via various channels including phone, email, chat, social media etc.
• Measure the time taken from order to its successful processing to ensure timely fulfillment and customer satisfaction.
• Track the percentage of leads processed accurately, without errors or discrepancies.
• Measure the average time taken to respond to customer inquiries or support requests to maintain a high level of responsiveness.
• Gather customer feedback and assess their satisfaction levels with the sales support and fulfillment services provided.
• Evaluate the time taken from order processing to delivery, including coordination with logistics and shipping, to meet customer expectations.
• Monitor adherence to SLAs for order processing, response times, and other service commitments.
• Analyse the cost associated with order processing and fulfillment to ensure cost-effectiveness.
• Accurately and efficiently process customer orders / leads, ensuring all details are correct, and facilitate smooth fulfillment.
• Interact with customers promptly, professionally, and courteously, responding to their queries, providing updates on orders, and ensuring a positive customer experience.
• Order Tracking and Status Update.
• Handle customer complaints, issues, and returns with a focus on swift and satisfactory resolutions.
• Maintain accurate records of customer interactions, order details, and relevant data, and prepare regular reports on key metrics and performance.
• Identify areas for process improvement and efficiency enhancement in sales support and order fulfillment, implementing best practices to optimize operations.
• Ensure adherence to company policies, industry regulations, and ethical guidelines in all sales support and fulfillment activities.
• Prioritize customer satisfaction by providing exceptional support, promptly addressing issues, and exceeding customer expectations.

Who Can Apply?

Qualification

• Bachelor’s degree in relevant field.

Experience

• 3-4 years of experience in related field.

Skills & Knowledge Desired

• Excellent customer service skills, including active listening, problem-solving, and handling customer complaints with empathy and professionalism.
• Strong written and verbal communication skills to interact effectively with customers, sales teams, and cross-functional stakeholders.
• Knowledge of sales support best practices, such as handling objections, upselling, and cross-selling, to assist the sales team in achieving their goals.
• Understanding of end-to-end order fulfillment processes, including inventory management, shipping logistics, and delivery tracking.
• Ability to work collaboratively with sales, marketing, logistics, and other departments to ensure smooth order fulfillment and support operations.
• Familiarity with relevant industry regulations, ADIB policies, and ethical standards in sales support and fulfillment processes.

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