Call Center Executive - Emiratized Role

Company Description

Join the UAE's largest bank and one of the world's largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders, and communities to grow through differentiation, agility, and innovation. We are looking for top talent, and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark at a top company in an exciting & dynamic industry.

Job Description JOB PURPOSE:

To serve customers by providing product and service information; resolving product and service issues while maintaining high-quality standards. To ensure the financial and reputational integrity of the organization and provide end-to-end solutions for an improved customer service experience. The role requires a strong team spirit, motivation, and a friendly environment with all customers and colleagues.

Specific Job Responsibilities

1. Provide excellent customer service by attending to incoming calls within quality guidelines.
2. Handle and resolve customer complaints to their satisfaction within the defined authority limits and escalate as per process.
3. Recommend potential products or services to management by collecting customer information and analyzing their needs.
4. Ensure the quality of inbound/outbound calls by achieving set targets in service standards and customer satisfaction scores.
5. Contribute to the business by generating new prospects/leads and upselling FAB products.
6. Maintain customer records by updating customer history through service requests, complaints, and notes.
7. Maintain confidentiality of the bank's customers and data.
8. Ensure the business complies with the bank's policies and standards, as well as local laws and regulations.
9. Attend to special tasks assigned by team leaders and managers.
10. Demonstrate flexibility in adhering to scheduled shifts and on-call/unplanned shifts to meet service level and abandoned rate targets.
11. Ensure punctuality, adherence to policies and procedures, and discipline within the center.