Senior Officer- Complaints Management (Emiratized Al Ain )

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 40,000 - 60,000; Full time

Job summary

A leading financial institution is seeking a Customer Service Representative in Abu Dhabi. The role involves managing customer service issues, ensuring quality standards, and contributing to team success. Ideal candidates will have 1-2 years of relevant experience and must possess strong communication skills in English and/or Arabic. This full-time position emphasizes flexibility in shift adherence and maintaining customer satisfaction.

Qualifications

• 1-2 years experience in Customer Service / Complaints Handling environment.
• Excellent communication skill in English and/or Arabic.

Responsibilities

• Handle customer service issues and complaints.
• Resolve product or service problems.
• Maintain customer records and update history.
• Achieve targets for service standards.
• Contribute to process improvement recommendations.

Skills

Customer Service

Problem Solving

Communication Skills (English/Arabic)

Multi-tasking

Education

High School / Diploma

Job description

To serve customers by providing product and service information; resolving Complaints with utmost Customer Satisfaction and proper evidence on closure / satisfactory ensure and maintain 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.

Specific Job Accountability

• Handle customer service issues complaints/grievances with respect to product service billing of FAB and any other category
• Resolves product or service problems by clarifying the customers complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Ensure adherence of policies and procedures
• Maintains customer records by updating customer history through service requests/complaints and Notes.
• To achieve set targets in terms of service standards and customer satisfaction scores for all assigned Complaints and related activities.
• Contribute to the business by capturing feedback new prospects for all types of FAB products as part of Process Improvement recommendations
• Ensure the business meets its obligations on the prevention of money laundering under the Banks Policies and Standards and under local laws and regulations.
• Recommends potential products or services to management by collecting customer information and analyzing customer needs.
• Contributes to team effort by accomplishing related results as needed.
• Demonstrate flexibility in adhering to planned/scheduled shifts and on call/ unplanned shifts due to the business requirement for achieving all defined SLA.

Ensure self-punctuality and discipline to the center.

Qualifications

Minimum Qualifications

• High School / Diploma in any discipline Minimum Experience:
• 1 2 years experience in Customer Service / Complaints Handling environment.

Knowledge Skills and Attributes

• Customer Service Product Knowledge Quality Focus Problem Solving Market Knowledge Documentation Skills Listening Phone Skills Resolving Conflict Analyzing Information Multi-tasking.

Excellent communication skill in English &/or Arabic.

Remote Work

No

Employment Type

Full-time