Job details
Job Purpose: 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 a better customer service experience. Possessing a strong team spirit motivation and friendly environment with all customers and colleagues. Job Specific Accountabilities:
- 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 to the center.
- High School
- 0-2 years relevant experience in the banking sector.
- Customer Service, Product Knowledge, Quality Focus, Problem Solving, Documentation Skills, Listening, Phone Skills.
- Excellent communication skills in English & Arabic.
- Should hold a Valid UAEN family book (Mandatory).
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Hiring company
First Abu Dhabi Bank
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