Call Center Executive - Emiratized Role

First Abu Dhabi Bank (FAB)

Job Description

To serve customers by providing product, 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 better customer service experience.

Possessing a strong team spirit, motivation and friendly environment with all customer and Colleagues

Specific Job Accountability

• Provide excellent customer service by attending to incoming calls within the quality guidelines
• Handling and resolving customer complaints to customer satisfaction within the defined authority limits and to 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
• Maintains 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 of policies & procedures and discipline to the Centre
  
  

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 banking sector
  
  

Knowledge, Skills, And Attributes

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