Customer Service Representative - Contact Centre

First Abu Dhabi Bank; Al Ruways Industrial City; On-site; AED 78,000 - 123,000; Full time

Job summary

First Abu Dhabi Bank in Abu Dhabi, United Arab Emirates, is seeking a Customer Service Representative - Contact Centre to handle inbound and outbound calls, provide accurate product information, and resolve customer issues in line with FAB policies.

The role emphasizes building customer trust, identifying needs, generating leads, and supporting compliant upselling while maintaining service quality and confidentiality across banking channels.

Qualifications

• Relevant customer service experience in a banking or regulated environment.
• Experience handling complaints and resolving service issues.
• Ability to work in a shift-based contact centre and meet service targets.

Responsibilities

• Attend incoming customer calls promptly in accordance with quality standards.
• Provide accurate information regarding FAB products, services, and processes.
• Handle customer enquiries professionally and provide end-to-end solutions.
• Resolve complaints within approved authority limits.
• Escalate complaints and complex service issues per procedures.
• Maintain a customer-focused approach in every interaction.
• Aim for high customer satisfaction and service quality scores.
• Meet defined inbound and outbound call performance targets.
• Maintain call quality, responsiveness, and professionalism.
• Identify customer needs and recommend appropriate FAB products or services.
• Provide feedback to management on recurring issues and service gaps.
• Record and update customer interactions in relevant systems.

Skills

Customer service

Call centre operations

Inbound calls

Outbound calls

Lead generation

Product upselling

CRM updates

Data confidentiality

Regulatory compliance

Shift operations

Tools

CRM systems

Job description

Customer Service Representative - Contact Centre Job Snapshot Role: Customer Service Representative - Contact Centre Location: Abu Dhabi, United Arab Emirates Industry: Banking Function: Customer Support-Client Care Experience: Relevant customer service experience Job Type: Full-time

Position Overview Customer Service Representative - Contact Centre in Abu Dhabi, United Arab Emirates is a Banking opportunity with First Abu Dhabi Bank focused on delivering high-quality customer support, resolving service issues, managing inbound and outbound calls, and protecting the Bank 's financial and reputational integrity. The role supports customer satisfaction, complaint resolution, product awareness, lead generation, and accurate service documentation while operating within FAB policies, regulatory requirements, and defined service standards.

Job Details Country: United Arab Emirates City: Abu Dhabi Industry: Banking Function: Customer Support-Client Care Salary: 7000-11000 Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer. Gender: Any Candidate Nationality: Any Job Type: Full-time

Role Context

The Customer Service Representative serves as a primary point of contact for FAB customers, handling enquiries, requests, complaints, and product-related interactions through the contact centre. The position is responsible for delivering accurate information, resolving issues within authorized limits, and ensuring each interaction meets established quality and customer experience standards. Beyond service delivery, the role contributes to business growth by identifying customer needs, generating leads, and supporting appropriate product upselling. Strong attention to confidentiality, regulatory compliance, call quality, and shift discipline is essential to maintaining consistent service levels and protecting the Bank 's reputation.

Key Responsibilities

• Attend incoming customer calls promptly in accordance with established quality standards.
• Provide accurate information regarding FAB products, services, processes, and customer requests.
• Handle customer enquiries professionally and provide practical end-to-end solutions.
• Resolve complaints within approved authority limits.
• Escalate complaints and complex service issues according to established procedures.
• Maintain a customer-focused approach throughout each interaction.
• Work toward high customer satisfaction and service quality scores.
• Meet defined inbound and outbound call performance targets.
• Maintain required standards for call quality, responsiveness, and professionalism.
• Identify customer needs during service interactions.
• Recommend appropriate products or services based on identified requirements.
• Provide customer feedback and insights to management when recurring needs or service gaps are identified.
• Generate qualified prospects and leads for relevant FAB products.
• Support responsible upselling opportunities during customer interactions.
• Contribute to commercial objectives without compromising service quality or compliance requirements.
• Record customer interactions accurately in relevant systems.
• Update customer history following service requests, complaints, and other interactions.
• Maintain clear and complete notes to support future customer servicing.
• Protect the confidentiality of customer records and banking information.
• Ensure customer data is handled in accordance with Bank policies and applicable regulations.
• Avoid unauthorized disclosure of confidential or sensitive information.
• Comply with FAB policies, service standards, and operating procedures.
• Follow applicable local laws and regulatory requirements.
• Operate within the Bank 's organizational and governance frameworks.
• Make decisions only within the approved authorization matrix.
• Escalate matters that exceed assigned decision-making authority.
• Complete special assignments requested by Team Leaders or Managers.
• Support contact centre operations during periods of increased customer demand.
• Demonstrate flexibility in following planned shift schedules.
• Support unplanned or on-call shifts when operational requirements demand additional coverage.
• Contribute to achievement of defined Service Level targets.
• Support efforts to control abandoned call rates.
• Maintain punctuality and reliable attendance.
• Adhere to contact centre discipline, policies, and procedures.
• Work collaboratively with colleagues to maintain a positive and productive service environment.
• Share relevant customer feedback with appropriate internal stakeholders.
• Support improvements in customer experience through accurate identification of recurring issues.
• Maintain professional conduct in all customer and colleague interactions.

Ideal Profile

The successful candidate should have relevant customer service experience, preferably within banking, financial services, a contact centre, or another regulated service environment. Candidates should demonstrate strong verbal communication skills and the ability to explain products, processes, and service requirements clearly to customers. Experience handling complaints, resolving service issues, updating customer records, and working to measurable service targets will be valuable. A strong customer orientation is essential, together with the ability to remain professional when handling difficult conversations or high call volumes. Candidates should be comfortable working in a shift-based contact centre environment and adapting to changing operational requirements. The source information provided does not specify a minimum academic qualification or fixed number of years of experience.

Skills Set

• Customer service
• Contact centre operations
• Call centre support
• Inbound calls
• Outbound calls
• Complaint resolution
• Customer experience
• Customer satisfaction
• Service quality
• Banking products
• Product information
• Customer enquiries
• Service requests
• Lead generation
• Product upselling
• Customer needs analysis
• Customer records
• CRM updates
• Call documentation
• Data confidentiality
• Banking compliance
• Regulatory compliance
• Service Level monitoring
• Call quality standards
• Abandoned rate management
• Escalation management
• Shift operations
• Customer communication
• Cross-functional coordination
• Authorization controls
• Service standards

Why Join Us

This role provides direct exposure to customer service, banking products, complaint management, sales support, and contact centre operations within a major Banking institution. It offers a strong foundation for professionals seeking to develop expertise in customer experience, relationship servicing, service quality, and financial services operations. The position also creates opportunities to build broader knowledge of FAB products, regulatory standards, customer behaviour, and internal service processes while contributing directly to customer satisfaction and business growth.

About the Company

First Abu Dhabi Bank is headquartered in Abu Dhabi, United Arab Emirates and provides a broad range of banking and financial services to individual, business, corporate, private, and institutional clients. FAB 's customer service operations support its wider banking network by providing timely assistance, resolving customer needs, maintaining service quality, and helping deliver consistent customer experiences across channels.