Customer Service Representative

ADIB Group; Dubai; On-site; AED 39,000 - 61,000; Full time

Job summary

ADIB Group is seeking a Customer Service Representative in Dubai Nad al Hamr area to greet customers and guide them to service points, delivering quality service while upholding the bank's professional image.

The role emphasizes directing customers to digital channels, verifying required documents, and escorting them to staff, with responsibilities spanning branch support, QMS token handling, and maintaining branch appearance.

Qualifications

• Broad knowledge of ADIBs retail banking products and services.
• Fair knowledge of ADIBs operational policies and procedures.
• Excellent knowledge of ADIB alternative channels (mobile/chatbot/ITM/CCDM).
• Good knowledge of UAE banking practices regulations and risks.
• Fair knowledge of service standards.
• Knowledge of AML regulations issued by UAE authorities.
• Cross-selling awareness and computer skills.

Responsibilities

• Welcome and greet walk-in customers and inquire about needs.
• Direct clients to alternative channels (digital channels).
• Ensure clients have required docs before waiting and queuing.
• Escort customers to the appropriate staff in a pleasant manner.
• Handle problems and manage customer anger.
• Assist branches and support Help Desk counters.
• Manage the queue at teller counters and waiting areas.
• Ensure branch look and feel follows guidelines.
• Perform other responsibilities assigned by branch management.

Skills

Retail banking

Operational policies

ADIB channels

UAE banking regs

Service standards

AML regulations

Cross selling

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 of the role:

These are the main responsibilities of this role:

RESPONSIBILITIES:

• 1. Greater.
• Welcome & greet the walk-in customers and inquire and understand his/her needs.
• 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 follow 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