Customer Service Representative

ADIB Group; Abu Dhabi; On-site; AED 60,000 - 80,000; Full time

Job summary

A leading financial institution in Abu Dhabi is seeking a Customer Service Representative to welcome and assist customers in the bank. The ideal candidate should have excellent communication skills and a solid understanding of banking products and regulations. Responsibilities include guiding customers to services and managing their queries effectively. The role is only open to UAE Nationals, requiring at least one year of experience in Lobby Management or a similar environment.

Qualifications

• Minimum one year experience in Lobby Management in a banking or service industry environment.
• Broad knowledge of banking financial products and services.
• Thorough knowledge of all regulations issued by Central Bank of UAE.

Responsibilities

• Welcome and greet walk-in customers and inquire about their needs.
• Direct clients to alternative channels like Digital Channels.
• Evaluate customer problems and manage anger.

Skills

Excellent communication skills

Knowledge of UAE banking practices regulations

Computer skills

Job description

Overview

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

Responsibilities

• 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

• 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

Experience and qualifications

• 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