Customer Service Officer

ADIB - Abu Dhabi Islamic Bank; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading UAE bank is seeking a Customer Service Officer to deliver exceptional service, resolve customer complaints, and coordinate with departments. Ideal candidates will have prior banking experience and strong customer service skills. This position is exclusively for UAE Nationals based in Abu Dhabi, offering an opportunity to enhance problem-solving and communication skills.

Qualifications

• Previous banking experience in a similar role.
• Knowledge of regulated financial services and banking industries.
• Detailed understanding of asset products.
• In-depth understanding of internal processes and systems.

Responsibilities

• Deliver excellent customer service in accordance with agreed standards.
• Close customer complaints and ensure satisfaction.
• Ensure TAT is adhered to and exceed expectations.
• Keep customers informed on status of their queries.
• Co-ordinate with other departments professionally.
• Support and coach colleagues on service skills.
• Participate in review and development meetings.
• Ensure compliance with bank policies.
• Gather positive customer feedback.
• Resolve queries within agreed TAT.

Skills

Customer service skills

Flexibility

Problem-solving skills

Excellent communication

Decision-making skills

Job description

Overview

Role: Customer Service Officer

Location: Abu Dhabi

Role Purpose

Deliver excellent customer service in accordance with agreed standards.

Key Accountabilities of the role

• Responsible to close customer complaints and ensure that customer is satisfied with the service provided
• Ensure TAT is adhered to and where possible exceed customer expectations
• Ensure customer is constantly informed on status of his/her query
• Co-ordinate and liaise with other departments in a professional manner
• Deliver right levels of service skills support & coach other colleagues
• Participate in regular review and development meeting with key stakeholders
• Ensure compliance with bank policies
• Positive customer feedback
• Ensure customer queries are resolved with agreed TAT
• Deliver professionalism when dealing with customers and other departments

Specialist skills / technical knowledge required for this role

• Customer service skills to resolve customer complaints
• Display flexibility in dealing with clients and other team members
• Good problem-solving skills
• Excellent communication skills
• Excellent decision-making skills

Previous experience required (if any)

• Previous banking experience in similar role
• Knowledge of regulated financial services and banking industries
• Detailed understanding of asset product
• In depth understanding of the internal process, procedures and internal systems

This position is for UAE Nationals (Abu Dhabi based) only.