Customer Service Representative

ADIB Group; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading banking institution in Abu Dhabi is seeking a Customer Service Representative to welcome and assist customers. The role requires excellent communication skills, knowledge of banking practices, and at least one year of experience in Lobby Management. This position is open to UAE Nationals only.

Qualifications

• Minimum one year experience in Lobby Management in a banking or service industry environment.
• Broad knowledge of Retail Banking financial products & services.

Responsibilities

• Welcome and guide incoming customers to service points.
• Direct clients to alternative digital channels.
• Manage the queue and waiting times in customer service areas.

Skills

Excellent communication skills

Knowledge of UAE banking practices and regulations

Computer skills

Job description

Description

Role: Customer Service Representative
Location: ADIB HQ Abu Dhabi

Role Purpose:

To welcome and greet incoming customers and guide the customers to the service points to deliver quality service while projecting ADIBs professional image in all interpersonal dealings.

Reports direct to: Branch Manager

Key accountabilities of the role:

Greater:

• Welcome & greet the walk-in customers and inquire and understand his/her needs.

Customer guidance & managing floor.

• Direct clients to alternative channels (Digital Channels).
• Ensure clients have all needed docs before wasting time waiting and taking queue.
• Handle the customers in a pleasant manner and escort them to the staff concerned.
• Problems evaluation.
• Customer anger management.

Branch assistance and support:

• Ambassador to handle the QMS Tokens
• Provide assistance to Help Desk counters.
• Manage the Queue at teller counters and waiting time at customer service areas

ADIB Branches Look and Feel:

• Ensure the branch follows the guideline book of look and feel.
• Perform Any other responsibilities entrusted by branch management from time to time.

Specialist skills / technical knowledge required for this role:

• Broad knowledge of ADIBs Retail Banking financial products & services
• Fair knowledge of ADIBs Operational Policies & Procedures
• Excellent knowledge in ADIB alternative channels (mobile/ chatbot/ ITM/ CCDM) and the services offered on these channels
• Excellent communication skills to explain the steps to customers in easy simple and clear way and persuade them to use the alternative channels
• Good Knowledge of UAE banking practices regulations & risks
• Fair knowledge of service standards
• Thorough knowledge of all the regulations issued by Central Bank of UAE
• Knowledge of Cross Sales
• Computer skills

Previous experience required (if any) and qualifications required (if any)

• Minimum one (01) years experience in Lobby Management in a banking or service industry environment.

This position is for UAE Nationals only.

Required Experience:

Unclear Seniority