Customer Service Representative (Emiratized Role)

First Abu Dhabi Bank (FAB); Abu Dhabi; On-site; AED 30,000 - 50,000; Full time

Job summary

Join a leading bank in the UAE and be part of a team that values excellence and customer satisfaction. In this role, you will provide top-notch service, resolving customer inquiries and issues while maintaining the highest quality standards. With a focus on teamwork and a supportive environment, you will contribute to the bank's success by generating leads and upselling products. This is an exciting opportunity to make a meaningful impact on customers and the community while developing your career in the banking sector. If you are driven and passionate about customer service, this role is perfect for you.

Qualifications

• 0-2 years of experience in the banking sector required.
• Excellent communication skills in both English and Arabic.

Responsibilities

• Provide excellent customer service by attending to incoming calls.
• Handle and resolve customer complaints to satisfaction.
• Maintain customer records and confidentiality.

Skills

Customer Service

Product Knowledge

Quality Focus

Problem Solving

Documentation Skills

Listening

Phone Skills

Communication Skills (English)

Communication Skills (Arabic)

Education

High School

Job description

Looking to join the #1 bank in the UAE and one of the most prestigious in the region? We're looking for professionals who are driven, skilled, and ready to take on new challenges. Together, we can achieve our goals, making a lasting impact on both our company and the industry as a whole.

Join us and leave your mark on the industry. Let's work together to achieve great things and unlock new possibilities for our employees, customers, and communities.

Job Description

To serve customers by providing product and service information; resolving product and service issues while maintaining immaculate quality standards. To ensure the financial and reputational integrity of the organization by providing end-to-end solutions for a better customer service experience. Possessing a strong team spirit, motivation, and a friendly environment with all customers and colleagues.

Specific Job Accountability

1. Provide excellent customer service by attending to incoming calls within the quality guidelines.
2. Handle and resolve customer complaints to customer satisfaction within the defined authority limits and escalate as per process.
3. Recommend potential products or services to management by collecting customer information and analyzing customer needs.
4. Ensure quality of inbound/outbound calls by achieving set targets in terms of service standards and customer satisfaction scores.
5. Contribute to the business by generating new prospects/leads and upselling for all types of FAB products.
6. Maintain customer records by updating customer history through service requests/complaints and notes.
7. Maintain confidentiality of the bank’s customers and data.
8. Ensure the business meets its obligations under the Bank’s Policies and Standards and under local laws/regulations.
9. Attend to special tasks assigned by team leader and managers.
10. Demonstrate flexibility in adhering to your planned/scheduled shifts and on-call/unplanned shifts due to the floor situation for achieving all defined service levels and abandoned rates.
11. Ensure self-punctuality, adherence to policies & procedures, and discipline to the Centre.
12. Function within the framework and boundaries of Group policies as well as overall organizational and governance frameworks.
13. Be authorized to take decisions as per the approved authorization matrix.

Qualifications

Minimum Qualifications:
High School
Minimum Experience:
0 – 2 years relevant experience in banking sector.
Knowledge, Skills, and Attributes:
Customer Service, Product Knowledge, Quality Focus, Problem Solving, Documentation Skills, Listening, Phone Skills.
Excellent communication skills in English & Arabic.