Customer Service Representative - Emiratized Role

Role Overview

Customer Service Representative – Emiratized Role at First Abu Dhabi Bank (FAB), based in Abu Dhabi.

Role Purpose

Serve customers by providing product and service information, resolving product and service issues while maintaining immaculate quality standards, ensuring financial and reputational integrity of the organization, and delivering end-to-end solutions for a better customer service experience.

Key Responsibilities

Customer Service Delivery

• Provide excellent customer service by attending to incoming calls within quality guidelines.
• 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, on-call shifts, and unplanned shifts due to floor situation for achieving all defined Service Level and Abandoned rates.

Issue Resolution & Escalation

• Handle and resolve customer complaints to customer satisfaction within defined authority limits.
• Escalate complaints as per process when authority limits are exceeded.

Product & Sales Development

• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Contribute to the business by generating new prospects and leads and upselling for all types of FAB products.

Record Management & Compliance

• 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 and regulations.

Operational Excellence

• Attend to special tasks assigned by team leader and managers.
• Ensure self-punctuality, adherence of policies and procedures, and discipline to the Centre.

Qualifications & Experience

• High School diploma or equivalent.
• Zero to two years of relevant experience in the banking sector.

Skills & Competencies

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