Call Center Executive

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

Job summary

An established industry player is seeking dedicated customer service representatives to enhance the customer experience and uphold the bank's high standards. This role involves resolving customer issues, providing product information, and contributing to the business by generating leads and upselling services. Ideal candidates will possess strong communication skills and a commitment to maintaining confidentiality and integrity. Join a dynamic team where your contributions will directly impact customer satisfaction and the overall success of the organization.

Qualifications

• Strong customer service skills with a focus on quality and satisfaction.
• Ability to handle and resolve complaints effectively.

Responsibilities

• Provide excellent customer service by attending to incoming calls.
• Handle customer complaints and recommend products based on needs.

Skills

Customer Service

Problem Resolution

Communication Skills

Team Spirit

Job description

To serve customers by providing product and service information; resolving product and service issues while maintaining immaculate quality standards. To ensure financial and reputational integrity of the organization and provide end-to-end solutions for a better customer service experience. Possessing a strong team spirit, motivation, and a friendly environment with all customers and colleagues.

Specific Job Accountability

1. Provide excellent customer service by attending to incoming calls within the quality guidelines.
2. Handle and resolve customer complaints to customer satisfaction within the defined authority limits and escalate as per process.
3. Recommend potential products or services to management by collecting customer information and analyzing customer needs.
4. Ensure quality of inbound/outbound calls by achieving set targets in terms of service standards and customer satisfaction scores.
5. Contribute to the business by generating new prospects/leads and upselling for all types of FAB products.
6. Maintain customer records by updating customer history through service requests/complaints and notes.
7. Maintain confidentiality of the bank's customers and data.
8. Ensure the business meets its obligations under the bank's policies and standards and under local laws/regulations.
9. Attend to special tasks assigned by team leader and managers.
10. Demonstrate flexibility in adhering to planned/scheduled shifts and on-call/unplanned shifts due to the floor situation for achieving all defined service level and abandoned rates.
11. Ensure self-punctuality, adherence to policies & procedures, and discipline to the Centre.