Call Center Executive (Emiratized role) - Full time

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 30,000 - 50,000; Full time

Job summary

An established industry player is seeking enthusiastic individuals to join their customer service team. This role focuses on delivering exceptional service by assisting customers with product information and resolving issues effectively. You will be part of a dynamic environment where your contributions help shape the future of banking. If you are motivated, possess strong communication skills in both English and Arabic, and are eager to grow in your career, this is an exciting opportunity to make a difference in the lives of customers while building your legacy within the financial sector.

Qualifications

• 0-2 years of relevant experience in the banking sector.
• Strong customer service and communication skills in English and Arabic.

Responsibilities

• Provide excellent customer service by attending to incoming calls.
• Handle and resolve customer complaints to satisfaction.

Skills

Customer Service

Product Knowledge

Quality Focus

Problem Solving

Documentation Skills

Listening

Phone Skills

Communication Skills (English)

Communication Skills (Arabic)

Education

High School

Job description

Company Description

Now it’s your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region. Shaking up the world of banking requires a lot of smarts and skill. We’re looking for the brightest and best to help us reach our goals and we’ll also help you reach yours. Your success is our success as you grow stronger in your career. Join us and leave a legacy of your own, as a pioneer in both the company and the industry.

Job Description

Job Purpose:

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.

Job Specific Accountabilities

• Provide excellent customer service by attending to incoming calls within the quality guidelines.
• Handle and resolve customer complaints to customer satisfaction within the defined authority limits and escalate 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.
• Maintain 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 to policies & procedures, and discipline to the Centre.

Qualifications

Minimum Qualifications:

• High School

Minimum Experience:

• 0 – 2 years relevant experience in the banking sector.

Knowledge, Skills, and Attributes:

• Customer Service, Product Knowledge, Quality Focus, Problem Solving, Documentation Skills, Listening, Phone Skills.
• Excellent communication skills in English & Arabic.

Additional Information:

• Should hold a Valid UAEN family book (Mandatory).