Customer Service Representative

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 45,000 - 62,000; Full time

Job summary

First Abu Dhabi Bank in Abu Dhabi is seeking a Customer Service Representative to provide product and service information and resolve issues while maintaining high quality standards.

The role focuses on end-to-end service delivery, confidentiality of customer data, and meeting service levels as part of FAB's Client Services team.

Qualifications

• 0–2 years relevant experience in banking sector.
• High School education required.
• Excellent communication in English & Arabic.

Responsibilities

• Provide excellent customer service by attending to incoming calls within quality guidelines.
• Handle and resolve customer complaints within defined authority limits and per process.
• Recommend potential products or services by collecting customer information and analyzing needs.
• Ensure quality of inbound/outbound calls by achieving service standards and customer satisfaction scores.
• Contribute to business by generating leads and upselling FAB products.
• Maintain customer records by updating history through service requests/complaints.
• Maintain confidentiality of the bank’s customers and data.
• Adhere to bank policies, standards and local laws/regulations.
• Attend to tasks assigned by team leaders and managers.
• Demonstrate flexibility with shifts to meet SLAs and abandon rates.

Skills

Customer Service

Product Knowledge

Quality Focus

Problem Solving

Documentation Skills

Phone Skills

English & Arabic

Education

High School

Job description

Job Title: Customer Service Representative

Job Location: Abu Dhabi, United Arab Emirates

Date Posted: 7 September 2026

Job Reference/ID: 80

Job Description / Role:

To serve customers by providing product, 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 better customer service experience.

Possessing a strong team spirit, motivation and friendly environment with all customer and Colleagues.

Key Responsibilities:

• Provide excellent customer service by attending to incoming calls within the quality guidelines.
• Handling and resolving customer complaints to customer satisfaction within the defined authority limits and to escape 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.
• Maintains 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 of policies & procedures and discipline to the Centre.

Experience Required: 0 – 2 years relevant experience in banking sector.

Education Qualifications: High School.

Skills Required:

• Customer Service
• Product Knowledge
• Quality Focus
• Problem Solving
• Documentation Skills
• Phone Skills
• Excellent communication skill in English & Arabic

Employment / Job Type: Full Time

Nationality: UAE National (Emiratisation)

About the Company:

The largest bank in the United Arab Emirates by assets, formed in 2017 through the merger of National Bank of Abu Dhabi and First Gulf Bank. Listed in Abu Dhabi, FAB serves retail, corporate, investment, and private banking clients through a network spanning the Gulf, Europe, Asia, and the Americas.

Company Industry: Banking

Department / Functional Area: Client Services

Closing Date: 31 January 2027