Call Center Executive Emiratized role - Full time

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 provide 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 planned/scheduled shifts and on-call/unplanned shifts due to the floor situation for achieving all defined service level and abandoned rates.
• Ensure punctuality and adherence to policies, procedures, and discipline at the centre.

• 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).