Senior Officer- Contact Centre - Customer Care Unit

First Abu Dhabi Bank (FAB); Abu Dhabi; On-site; AED 60,000 - 85,000; Full time

Job summary

A leading bank in the UAE is seeking a Customer Service representative to serve clients by providing product information and resolving issues. Candidates should have a High School diploma and 1-2 years of experience in customer service or contact centers. Excellent communication skills in English and/or Arabic are essential, alongside a strong focus on customer satisfaction and problem resolution. Join a dynamic team dedicated to image and quality standards.

Qualifications

• 1-2 years experience in customer services or contact center.
• Excellent communication skills in English and/or Arabic.

Responsibilities

• Handle customer service queries related to products and services.
• Resolve product or service problems for customers.
• Maintain customer records through service requests and complaints.
• Achieve targets in service standards and customer satisfaction.
• Generate online passwords for FAB Personal Banking Channels.
• Generate new prospects/leads for FAB products.
• Ensure compliance with anti-money laundering regulations.

Skills

Customer Service

Problem Solving

Documentation Skills

Communication Skill

Multi-tasking

Education

High School / Diploma in any discipline

Job description

Company Description

Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders and communities to grow through differentiation, agility and innovation. We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting & dynamic industry.

Job Description

JOB PURPOSE

To serve customers by providing product and service information; resolving product and service problems.

To 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 queries with respect to product, service and billing
• Resolves product or service problems by clarifying the customer’s 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.
• 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 customer inbound calls received and ensure quality of outbound calls
• To assist customers in making their financial process smooth by generating online passwords for all FAB Personal Banking Channels
• Contribute to the business by generating new prospects/Leads for all types of FAB products.
• Ensure the business meets its obligations on the prevention of money laundering under the Bank’s Policies and Standards and under local laws and regulations
• Recommends potential products or services to management by collecting customer information and analysing 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 floor situation for achieving all defined SLA
• Ensure self-punctuality and discipline to the centre
• Ensure adherence of policies and procedures

Qualifications

Minimum Qualifications

• High School / Diploma in any discipline

Minimum Experience

• 1 – 2 years experience in customer services / Contact Centre.

Knowledge, Skills, And Attributes

• Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analysing Information, Multi-tasking.
• Excellent communication skill in English &/or Arabic.