وصف الوظيفة
Role Overview
Call Center Executive - Emiratized Role at First Abu Dhabi Bank.
Role Purpose
Serve customers by providing product and service information, resolving product and service issues, and maintaining immaculate quality standards. Ensure financial and reputational integrity of the organization and deliver end-to-end solutions for a superior customer service experience while fostering strong team spirit and a friendly working environment.
Key Responsibilities
Customer Service & Issue Resolution
- Provide excellent customer service by attending to incoming calls within quality guidelines.
- Handle and resolve customer complaints to customer satisfaction within defined authority limits and escalate as per process.
- Maintain customer records by updating customer history through service requests, complaints, and notes.
Product & Sales Development
- Recommend potential products or services to management by collecting customer information and analyzing customer needs.
- Contribute to business growth by generating new prospects and leads and upselling all types of FAB products.
Quality & Performance
- Ensure quality of inbound and outbound calls by achieving set targets in terms of service standards and customer satisfaction scores.
- Demonstrate flexibility in adhering to planned and scheduled shifts and on-call or unplanned shifts due to floor situation for achieving all defined Service Level and Abandoned rates.
Compliance & Governance
- 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 and regulations.
- Function within the framework and boundaries of Group policies as well as overall organizational and governance frameworks.
- Ensure self-punctuality, adherence of policies and procedures, and discipline to the Centre.
- Operate authorized to take decisions as per the approved authorization matrix.
Operational Support
- Attend to special tasks assigned by team leader and managers.
Qualifications & Experience
- High School minimum qualification.
- Zero to two years relevant experience in banking sector.
Skills & Competencies
- Customer Service.
- Product Knowledge.
- Quality Focus.
- Problem Solving.
- Documentation Skills.
- Listening.
- Phone Skills.
- Excellent communication skill in English and Arabic.
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