Senior Officer- Contact Centre - Customer Care Unit

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 enhance customer satisfaction by providing product and service information and resolving issues. The ideal candidate will have a high school diploma, 1-2 years of experience in customer service, and excellent communication skills in English and/or Arabic. Join a dynamic team and contribute to delivering exceptional customer experiences.

Qualifications

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

Responsibilities

• Handle customer service queries related to product, service, and billing.
• Resolve product or service problems and maintain customer records.
• Achieve set targets for service standards and customer satisfaction scores.

Skills

Customer Service

Problem Solving

Conflict Resolution

Multi-tasking

Excellent communication skills

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 at 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 high-quality standards, uphold financial and reputational integrity, and provide end-to-end solutions for a better customer service experience. The role requires a strong team spirit, motivation, and a friendly environment with customers and colleagues.

Specific Job Accountability

1. Handle customer service queries related to product, service, and billing.
2. Resolve product or service problems by clarifying the customer's complaint, determining the cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution.
3. Maintain customer records by updating customer history through service requests/complaints and notes.
4. Achieve set targets for service standards and customer satisfaction scores for inbound calls and ensure quality in outbound calls.
5. Assist customers in making their financial processes smooth by generating online passwords for all FAB Personal Banking Channels.
6. Contribute to the business by generating new prospects and leads for all FAB products.
7. Ensure compliance with obligations related to money laundering prevention under the bank's policies and local laws.
8. Recommend potential products or services to management by collecting and analyzing customer information and needs.
9. Contribute to team efforts by accomplishing related results as needed.
10. Demonstrate flexibility in adhering to planned/scheduled shifts and on-call/unplanned shifts to achieve all defined SLAs.
11. Maintain punctuality and discipline at the center.
12. Adhere to policies and procedures.

Qualifications

Minimum Qualifications:

• High School / Diploma in any discipline.

Minimum Experience

• 1 – 2 years experience in customer service or contact center.

Knowledge, Skills, and Attributes

• Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Conflict Resolution, Information Analysis, Multi-tasking.
• Excellent communication skills in English and/or Arabic.