Customer Service Officer

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

Job summary

A financial services organization in Abu Dhabi is seeking a Customer Service Officer to deliver excellent customer service and effectively manage customer complaints. Candidates should possess strong customer service skills, previous banking experience, and an understanding of the financial industry. This role is open only to UAE Nationals.

Qualifications

• Previous banking experience in a similar role required.
• Knowledge of regulated financial services and banking industries is mandatory.
• Detailed understanding of asset products is crucial.
• In-depth understanding of internal process procedures and internal systems needed.

Responsibilities

• Deliver excellent customer service in accordance with agreed standards.
• Responsible for closing customer complaints and ensuring customer satisfaction.
• Ensure TAT is adhered to and exceed customer expectations.
• Co-ordinate and liaise with other departments professionally.
• Deliver service skills support & coach other colleagues.
• Participate in regular review and development meetings with key stakeholders.
• Ensure compliance with bank policies and procedures.
• Achieve positive customer feedback through professionalism.

Skills

Customer service skills to resolve customer complaints

Flexibility in dealing with clients and team members

Good problem-solving skills

Excellent communication skills

Excellent decision-making skills

Job description

Description

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.

Required Experience:

Unclear Seniority