Virtual Customer Service Executive - Emiratized Role

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.