Customer Service Representative - Emiratized Role

First Abu Dhabi Bank (FAB); Abu Dhabi; On-site; AED 36,000 - 58,000; Full time

Job summary

First Abu Dhabi Bank (FAB) in Abu Dhabi seeks a Customer Service Representative to assist customers with product and service information, resolve issues, and uphold immaculate quality standards. The role emphasizes end-to-end solutions for a better service experience and confidentiality of customer data.

You will handle inbound calls, address complaints, upsell FAB products, and maintain customer records, with English and Arabic communication required.

Qualifications

• High School diploma or equivalent.
• 0–2 years relevant banking customer service experience.
• English and Arabic communication skills.
• Good documentation and phone skills.

Responsibilities

• Attend to inbound calls within quality guidelines and resolve issues.
• Handle and resolve customer complaints to satisfaction within authority limits.
• Advise management by collecting customer information and analyzing needs.
• Upsell FAB products and generate new prospects/leads.
• Maintain customer records and confidentiality of data.
• Adhere to bank policies and local laws/regulations.
• Adjust to scheduled shifts to meet service levels and abandon rates.

Skills

Customer Service

Product Knowledge

Quality Focus

Problem Solving

Documentation Skills

Listening

Phone Skills

Education

High School

Job description

Job Description:

JOB SUMMARY / INTRODUCTION

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 elevate 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.

REQUIREMENTS / QUALIFICATIONS

• High School.
• 0 – 2 years relevant experience in banking sector.
• Customer Service, Product Knowledge, Quality Focus, Problem Solving, Documentation Skills, Listening, Phone Skills.

• Excellent communication skill in English & Arabic.

  Skills
  

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

About Us:

First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the worlds largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. Our commitment to excellence and innovation drives us to provide top-tier financial solutions to our clients.

Life at FAB:

Working at FAB means being part of a team of talented and passionate individuals with a shared vision to support the ambitions of our stakeholders to "Grow Stronger." We embrace the needs of our customers across the globe with a sense of responsibility and confidence driven by extensive expertise that can only be delivered by an ambitious world-class organization

Career Development:

FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance-based culture that will unleash the best in you. Whether you are an experienced professional or just starting your career, FAB provides a range of learning and development initiatives to support all employees through training and skill development.

Our Values:

At FAB, we place our customers at the core of our activities, live our values each day in every way, celebrate achievements, and empower each other to deliver leading solutions. We have structured plans for the recruitment and career progression of Emirati talent to enable them to make a mark in the financial and banking sector both regionally and globaly that rewards your hard work and dedication.

Join our team and be part of a journey to shape the future of banking.

Requirements: