Summary
First Abu Dhabi Bank is hiring a Call Center Executive for an Emiratized role in Abu Dhabi. The role handles incoming calls, resolves customer complaints, maintains accurate customer records and protects customer information. It also involves meeting call quality targets, identifying prospects and upselling bank products. Applicants need a high school qualification, 0–2 years of relevant banking experience, and strong communication skills in English and Arabic.
The posting
As published on bankfab.com. Pulled from the employer's site and shown as they wrote it.
JOB SUMMARY / INTRODUCTION
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
KEY RESPONSIBILITIES
- 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
- 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
REQUIREMENTS / 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