Customer Service Representative Emiratized Role

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading bank in the UAE is seeking a Customer Service Representative to provide exceptional service by attending to customer inquiries and resolving complaints. With a focus on quality and customer satisfaction, candidates should possess strong problem-solving skills and excellent communication abilities in English and Arabic. This full-time role requires a high school diploma and up to 2 years of relevant experience in the banking sector. Successful candidates will contribute to generating new prospects and maintaining accurate customer records.

Qualifications

• 0–2 years relevant experience in banking sector.
• Excellent communication skills in English & Arabic.

Responsibilities

• Provide excellent customer service by attending to incoming calls within quality guidelines.
• Resolve customer complaints to satisfaction within defined authority limits.
• Recommend potential products or services based on customer needs.
• Ensure quality of calls by achieving service standards and customer satisfaction scores.
• Generate new prospects/leads and upsell FAB products.
• Maintain customer records by updating history through service requests and complaints.
• Ensure confidentiality of customers and data.
• Adhere to bank policies and local laws/regulations.
• Complete special tasks assigned by team leaders and managers.
• Demonstrate flexibility in planned/unplanned shifts.
• Ensure punctuality and adherence to policies and procedures.

Skills

Customer Service

Product Knowledge

Quality Focus

Problem Solving

Documentation Skills

Listening

Phone Skills

Education

High School

Job description

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.

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 escalated 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 Banks 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.
• Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks.
• Authorised 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 skill in English & Arabic.

Remote Work

No

Employment Type

Fulltime