Virtual Customer Service Executive - Emiratized Role

First Abu Dhabi Bank (FAB); Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A prestigious banking institution in Dubai is looking for a Customer Service Representative to provide exceptional service, resolve customer issues, and promote bank products. The ideal candidate should have at least a high school diploma and 0–2 years of experience in banking. Proficiency in English and Arabic is essential. Join a supportive team to enhance customer experiences and maintain service quality standards.

Qualifications

• 0–2 years of relevant experience in the banking sector.
• Excellent communication skills in English and Arabic.

Responsibilities

• Provide excellent customer service by attending to incoming calls.
• Handle and resolve customer complaints to customer satisfaction.
• Recommend potential products or services to management.
• Ensure the quality of inbound/outbound calls.
• Generate new prospects/leads and upsell for FAB products.
• Maintain customer records and confidentiality.

Skills

Customer Service

Problem Solving

Documentation Skills

Listening

Phone Skills

Education

High School

Job description

Company Description

First Abu Dhabi Bank is an inclusive environment where each person values the experiences, perspectives, ideas and beliefs of others. We’re in a unique position to learn from all our colleagues, combining international experience with deep cultural knowledge and local expertise. At FAB, you’ll have the support of your team and a strong relationship with your line manager, who will trust you with responsibility and recognize your good performance. As we embrace different ways of seeing the world, listening to each other and respecting different viewpoints, we grow stronger – together.

Job Description

To serve customers by providing product and service information; resolving product and service issues while maintaining immaculate quality standards. To ensure the financial and reputational integrity of the organization and provide 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 escalated as per process.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Ensure the 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, standards, and local laws/regulations.
• Attend to special tasks assigned by team leaders and managers.
• Demonstrate flexibility in adhering to planned/scheduled shifts and on‑call/unplanned shifts to achieve all defined service level and abandoned rates.
• Ensure self‑punctuality, adherence to policies and procedures, and discipline within the center.

Frameworks, Boundaries & Decision‑Making Authority

• Functions within the framework and boundaries of group policies as well as overall organizational and governance frameworks.
• Authorized to take decisions as per the approved authorization matrix.

Qualifications

Minimum Qualifications:

• High School.

Minimum Experience:

• 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.