Customer Service Representative - Emiratized Role

First Abu Dhabi Bank (FAB); Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

An established industry player is seeking a dedicated customer service representative to join their dynamic team. In this role, you will provide exceptional service by addressing customer inquiries and resolving complaints, all while contributing to the growth of the business through upselling and lead generation. Your ability to analyze customer needs and recommend suitable products will be key to your success. This position offers a supportive environment where your contributions are recognized, and you can thrive in a culture that values diverse perspectives. If you are passionate about customer service and looking for a rewarding career, this opportunity is perfect for you.

Qualifications

• Excellent customer service skills and ability to handle complaints.
• Strong analytical skills to recommend products based on customer needs.

Responsibilities

• Provide customer service by attending to incoming calls and resolving complaints.
• Generate new leads and upsell FAB products while maintaining customer records.

Skills

Customer Service

Complaint Resolution

Communication Skills

Analytical Skills

Flexibility

Job description

Company Description

First Abu Dhabi Bank is an inclusive environment where each person values the experiences, perspectives, ideas and beliefs of others. We’re in a unique position to learn from all our colleagues, combining international experience with deep cultural knowledge and local expertise. At FAB, you’ll have the support of your team and a strong relationship with your line manager, who will trust you with responsibility and recognize your good performance. As we embrace different ways of seeing the world, listening to each other and respecting different viewpoints, we grow stronger – together.

Job Description

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 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.