Call Center Executive

First Abu Dhabi Bank (FAB); Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading financial institution in Dubai seeks a motivated Customer Service Representative to provide outstanding service and resolve issues. You will handle customer complaints, upsell products, and maintain detailed customer records. Ideal candidates should possess strong teamwork skills, a problem-solving attitude, and the ability to adapt to changing situations. Compliance with bank policies is essential for this role.

Qualifications

• Strong team spirit and motivation.
• Ability to handle customer complaints effectively.
• Comfortable with upselling and lead generation.

Responsibilities

• Attend to incoming calls according to quality guidelines.
• Resolve customer complaints satisfactorily within authority limits.
• Generate new leads and upsell FAB products.

Skills

Customer service excellence

Complaint resolution

Communication skills

Problem-solving

Job description

Job Description

Job Purpose:

To serve customers by providing product, service information; resolving product and service issues by maintaining immaculate quality standards. To ensure financial and reputational integrity of the organization and providing end to end solutions for better customer service experience.

Possessing a strong team spirit, motivation and friendly environment with all customer and Colleagues.

Job Specific Accountabilities

• Provide excellent customer service by attending to incoming calls within the quality guidelines
• Handling and resolving customer complaints to customer satisfaction within the defined authority limits and to escape as per process
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Ensure quality of inbound / outbound calls by achieving set targets in terms of service standards and customer satisfaction scores
• Contribute to the business by generating new prospects/Leads and upselling for all types of FAB products
• Maintains customer records by updating customer history through service requests/complaints and Notes Maintain confidentiality of the bank’s customers and data
• Ensure the business meets its obligations under the Bank’s Policies and Standards and under local laws/regulations
• Attend to special tasks assigned by team leader and Managers
• Demonstrate flexibility in adhering to your planned/scheduled shifts and on call/ unplanned shifts due to the floor situation for achieving all defined Service Level and Abandoned rates
• Ensure self-punctuality, adherence of policies & procedures and discipline to the Centre