Call Center Executive (Emiratized role)

First Abu Dhabi Bank; Dubai; On-site; AED 40,000 - 60,000; Full time

Job summary

Join the UAE’s largest bank as a Customer Service Representative. In this dynamic role, you'll provide exceptional service, resolve customer issues, and contribute to business growth by recommending products. Be part of a team that values integrity and customer satisfaction.

Qualifications

• Strong team spirit and motivation.
• Ability to analyze customer needs.

Responsibilities

• Provide excellent customer service by attending to incoming calls.
• Handle and resolve customer complaints.
• Generate new prospects/leads and upsell products.

Skills

Customer Service

Problem Solving

Communication

Job description

Company Description

Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders, and communities to grow through differentiation, agility, and innovation. We are looking for top talent, and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark at a top company, in an exciting & dynamic industry.

Job Description

JOB PURPOSE:

To serve customers by providing product and service information; resolving product and service issues while maintaining high-quality standards. To ensure the financial and reputational integrity of the organization and provide end-to-end solutions for an improved customer service experience. The role requires a strong team spirit, motivation, and fostering a friendly environment with customers and colleagues.

Specific Job Responsibilities:

1. Provide excellent customer service by attending to incoming calls within 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 the quality of inbound/outbound calls by achieving set targets in service standards and customer satisfaction scores.
5. Contribute to the business by generating new prospects/leads and upselling 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, standards, and local laws/regulations.
9. Attend to special tasks assigned by team leaders and managers.
10. Demonstrate flexibility by adhering to planned/scheduled shifts and on-call/unplanned shifts to meet service levels and abandonment rate targets.
11. Ensure punctuality, adherence to policies & procedures, and discipline within the center.