Customer Services Support Officer

ADIB - Abu Dhabi Islamic Bank; Dubai; On-site; AED 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Customer Services Support Officer to deliver exceptional service and support within the banking sector. This role involves managing customer applications, ensuring timely actions, and exceeding expectations. You will be responsible for troubleshooting issues, coordinating with various departments, and maintaining professionalism in all interactions. Ideal candidates will possess strong communication and problem-solving skills, along with a solid understanding of banking processes. Join a dynamic team where your contributions will directly impact customer satisfaction and service excellence.

Qualifications

• Experience in banking in a similar role.
• Knowledge of regulated financial services and banking industries.

Responsibilities

• Deliver excellent customer service in accordance with agreed standards.
• Ensure customer queries are resolved within the agreed TAT.
• Prepare and provide monthly reports.

Skills

Flexibility in dealing with team members

Data processing skills

Problem-solving skills

Communication skills

Decision-making skills

Job description

Role: Customer Services Support Officer

Location: Dubai

Role Purpose: Deliver excellent customer service in accordance with agreed standards.

Key Accountabilities of the role:

• Open and close applications on time.
• Ensure proper implementation and follow-up with timely actions.
• Prepare finance applications and obtain necessary approvals.
• Perform efficient troubleshooting of issues.
• Ensure Turnaround Time (TAT) is adhered to and exceed customer expectations where possible.
• Coordinate and liaise with other departments professionally.
• Participate in regular review and development meetings with key stakeholders.
• Prepare and provide monthly reports.
• Keep records and details of actions taken.
• Support customer service agents.
• Provide technical help to colleagues if required.
• Ensure compliance with bank policies.
• Perform other tasks as specified by management.
• Ensure customer queries are resolved within the agreed TAT.
• Achieve positive customer feedback.
• Maintain professionalism when dealing with other departments.

Specialist Skills / Technical Knowledge Required:

• Display flexibility in dealing with team members.
• Good data processing skills.
• Strong problem-solving skills.
• Excellent communication skills.
• Excellent decision-making skills.

Previous Experience Required:

• Experience in banking in a similar role.
• Knowledge of regulated financial services and banking industries.
• Detailed understanding of asset products.
• In-depth understanding of internal processes, procedures, and systems.