Customer Service Representative

ADIB - Abu Dhabi Islamic Bank; Abu Dhabi; On-site; AED 40,000 - 60,000; Full time

Job summary

A financial institution in the UAE seeks a Customer Service Representative to manage lobby operations and provide quality service to clients. Ideal candidates should have at least one year of experience in a relevant environment, possess strong communication skills, and have a broad knowledge of banking products and UAE banking practices. This role is open only to UAE Nationals.

Qualifications

• Minimum one year of experience in Lobby Management within banking or service industries.
• Broad knowledge of retail banking products and services.

Responsibilities

• Welcome and guide customers to service points.
• Ensure customers are prepared before waiting.
• Manage customer interactions and ensure a pleasant experience.

Skills

Excellent communication skills

Knowledge of UAE banking practices

Computer skills

Job 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 ADIB’s 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 ADIB’s Retail Banking financial products & services
• Fair knowledge of ADIB’s 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.