Virtual Customer Service Executive

First Abu Dhabi Bank FAB; Dubai; On-site; AED 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated and motivated Customer Service Representative to join their dynamic team. In this role, you will provide exceptional service to customers by addressing inquiries and resolving issues while adhering to quality standards. Your ability to communicate effectively in both English and Arabic will be key as you contribute to the bank's reputation for excellence. This position offers a friendly environment where you can develop your skills and grow within the banking sector. If you are passionate about customer service and eager to make a difference, this opportunity is for you.

Qualifications

• High School Diploma with 0-2 years of experience in the banking sector.
• Strong customer service and communication skills in English & Arabic.

Responsibilities

• Provide excellent customer service by attending to incoming calls.
• Handle and resolve customer complaints to satisfaction.
• Maintain confidentiality of customer data and records.

Skills

Customer Service

Problem Solving

Communication Skills

Documentation Skills

Listening

Phone Skills

Education

High School Diploma

Job description

To serve customers by providing product and service information; resolving product and service issues by maintaining immaculate quality standards. To ensure financial and reputational integrity of the organization and providing end-to-end solutions for a better customer service experience.
Possessing a strong team spirit, motivation, and a friendly environment with all customers and colleagues.

Specific Job Accountability:

• Provide excellent customer service by attending to incoming calls within the quality guidelines.
• Handle and resolve customer complaints to customer satisfaction within the defined authority limits and escalate as per process.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Ensure quality of inbound/outbound calls by achieving set targets in terms of service standards and customer satisfaction scores.
• Contribute to the business by generating new prospects/leads and upselling for all types of FAB products.
• Maintain customer records by updating customer history through service requests/complaints and notes.
• Maintain confidentiality of the bank's customers and data.
• Ensure the business meets its obligations under the bank's policies and standards and under local laws/regulations.
• Attend to special tasks assigned by team leader and managers.
• Demonstrate flexibility in adhering to your planned/scheduled shifts and on-call/unplanned shifts due to the floor situation for achieving all defined service level and abandoned rates.
• Ensure self-punctuality, adherence to policies & procedures, and discipline at the Centre.

Qualifications

Minimum Qualifications:

• High School Diploma.
• 0-2 years relevant experience in the banking sector.

Knowledge, Skills, and Attributes:

• Customer Service, Product Knowledge, Quality Focus, Problem Solving, Documentation Skills, Listening, Phone Skills.
• Excellent communication skills in English & Arabic.