Customer Service Officer (Outsource)

ADIB Group; Abu Dhabi; On-site; AED 67,000 - 100,000; Full time

Job summary

ADIB Group in Abu Dhabi is seeking a Customer Service Officer (Outsource) to deliver high-quality service to customers in line with bank standards. You will handle inquiries, process applications, and ensure timely resolutions.

The role requires strong communication, problem-solving, and the ability to coordinate with colleagues across departments while maintaining compliance with bank policies. Join our outsourcing team to support customer experiences and contribute to service excellence in a

Qualifications

• Customer service experience in financial services preferred.
• Strong communication and interpersonal skills.
• Ability to resolve issues while maintaining quality.
• Good data processing and reporting capabilities.

Responsibilities

• Handle customer inquiries with adherence to agreed TAT.
• Coordinate with other departments to resolve cases.
• Prepare reports and maintain accurate records.
• Provide support to frontline customer service agents.
• Adhere to bank policies and procedures.

Skills

Customer service

Communication

Problem solving

Team collaboration

Tools

CRM System (Banking)

Banking software

Job description

Role : Customer Service Officer (Outsource)
Location : Abu Dhabi
Role Purpose:

Deliver Excellent customer service in accordance with agreed standards

Key Accountabilities of the role

• Opening and closing applicant on time.
• Ensure proper implementation and follow up with timely.
• Prepare finance applications and obtain necessary approvals.
• Performed efficient troubleshooting of issues.
• Ensure TAT is adhered to and where possible exceed customer expectations
• Co-ordinate and liaise with other departments in a professional manner
• Participate in regular review and development meeting with key stakeholders
• Prepare and provide monthly report
• Keeping a record and details of actions taken
• Supporting customer service agents
• Provides technical help to colleagues if required.
• Ensure compliance with bank policies
• Perform other task specified by management.

Results Required

• Ensure customer queries are resolved with agreed TAT.
• Positive customer feedback.
• Deliver professionalism when dealing other departments.

Specialist Skills / Technical Knowledge Required for this role:

• Display flexibility in dealing with other team members.
• Good data processing skills.
• 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.

Required Experience:

Unclear Seniority