Customer Service Representative

First Abu Dhabi Bank FAB; Abu Dhabi; On-site; AED 30,000 - 50,000; Full time

Job summary

An established industry player is seeking enthusiastic individuals to join their customer service team. This role focuses on providing exceptional service, resolving customer inquiries, and maintaining high-quality standards. You will be responsible for handling calls, addressing complaints, and recommending products to enhance customer satisfaction. With a strong emphasis on teamwork and communication, this position offers a dynamic environment where your contributions will directly impact customer experiences. If you are motivated and ready to grow in the banking sector, this opportunity is perfect for you.

Qualifications

• 0-2 years experience in the banking sector is preferred.
• Excellent communication skills in both English and Arabic.

Responsibilities

• Provide excellent customer service and resolve complaints effectively.
• Maintain customer records and ensure confidentiality of data.
• Generate new prospects and upsell FAB products.

Skills

Customer Service

Product Knowledge

Quality Focus

Problem Solving

Documentation Skills

Listening

Phone Skills

Communication Skills (English & Arabic)

Education

High School

Job description

To serve customers by providing product and service information; resolving product and service issues by maintaining immaculate quality standards. To ensure financial and reputational integrity of the organization and providing end-to-end solutions for a better customer service experience. Possessing a strong team spirit, motivation, and a friendly environment with all customers and colleagues.

Specific Job Accountability
• Provide excellent customer service by attending to incoming calls within the quality guidelines.
• Handle and resolve customer complaints to customer satisfaction within the defined authority limits and escalate as per process.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Ensure quality of inbound/outbound calls by achieving set targets in terms of service standards and customer satisfaction scores.
• Contribute to the business by generating new prospects/leads and upselling for all types of FAB products.
• Maintain customer records by updating customer history through service requests/complaints and notes.
• Maintain confidentiality of the bank's customers and data.
• Ensure the business meets its obligations under the Bank's Policies and Standards and under local laws/regulations.
• Attend to special tasks assigned by team leader and managers.
• Demonstrate flexibility in adhering to your planned/scheduled shifts and on-call/unplanned shifts due to the floor situation for achieving all defined Service Level and Abandoned rates.
• Ensure self-punctuality, adherence to policies & procedures, and discipline to the Centre.
• Function within the framework and boundaries of Group policies as well as overall organizational and governance frameworks.
• Authorised to take decisions as per the approved authorization matrix.

Qualifications

Minimum Qualifications:
High School
Minimum Experience:
0-2 years relevant experience in the banking sector.
Knowledge, Skills, and Attributes:
Customer Service, Product Knowledge, Quality Focus, Problem Solving, Documentation Skills, Listening, Phone Skills.
Excellent communication skills in English & Arabic.