Customer Service Representative

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

Job summary

A leading financial institution in Dubai seeks a Customer Service Representative to greet and assist customers while ensuring a high standard of service. Responsibilities include guiding clients to service points, managing customer queries, and maintaining branch appearance. The ideal candidate will have knowledge of retail banking products and excellent customer service skills. This role provides an opportunity to work in a dynamic environment while contributing to a positive customer experience.

Qualifications

• Understanding of financial products and services in retail banking.
• Skills for handling customer inquiries and managing service standards.
• Familiarity with digital channels and technology in banking.

Responsibilities

• Welcome and guide incoming customers to service points.
• Handle customer inquiries courteously and efficiently.
• Ensure branch appearance meets established guidelines.

Skills

Broad knowledge of Retail Banking products

Fair knowledge of Operational Policies

Excellent knowledge of alternative banking channels

Good knowledge of UAE banking regulations

Knowledge of Anti-Money laundering regulations

Computer skills

Job description

Description

Role: Customer Service Representative

Location: BR- Nad al hamar

Role Purpose: To welcome and greet incoming customers and guide the customers to the service points so as to deliver quality service while projecting ADIBs professional image in all interpersonal dealings

Key Accountabilities

• 1. Greater.
• 2. Customer Guidance & Managing Floor.
  • a) Direct clients to alternative channels (Digital Channels).
  • b) Ensure client have all needed docs before wasting time in waiting and taking queue.
  • c) Handle the customers in a pleasant manner and escort them to the concerned staff.
  • d) Problems evaluation.
  • e) Customer anger management.
• 3. Branch Assistance and Support.
  • a) Ambassador to handle the QMS Tokens.
  • b) Provide assistance to Help Desk counters.
  • c) Manage the Queue at teller counters and waiting time at customer service areas.
• 4. ADIB Branches Look and Feel – ensure the branch follows the guideline book of look and feel.
• 5. Perform any other responsibilities entrusted by branch management from time to time.

Specialist Skills / Technical Knowledge Required for this role:

• 1. Broad knowledge of ADIBs Retail Banking financial products & services
• 2. Fair knowledge of ADIBs Operational Policies & Procedures
• 3. Excellent knowledge in ADIB alternative channels (mobile/ chatbot/ ITM/ CCDM) and the services offered on these channels
• 4. Good Knowledge of UAE banking practices regulations & risks
• 5. Fair knowledge of service standards
• 6. Knowledge of Anti-Money laundering regulations issued by the UAE Central Bank and other regulatory authorities
• 7. Knowledge of Cross Sales
• 8. Computer skills

Required Experience

Unclear Seniority