Virtual Customer Service Executive

دوام كامل في First Abu Dhabi Bank FAB في UAE
نُشرت يوم February 18, 2025

تفاصيل الوظيفة

To serve customers by providing product and 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 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 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.
  • 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/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 to policies & procedures, and discipline at the Centre.
Qualifications Minimum Qualifications:
  • High School Diploma.
  • 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.
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