Customer Service Representative Full-time Job

Specific Job Accountability

▪ 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 2

▪ 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

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

FAB, the UAEs largest bank and one of the worlds largest financial institutions offers a an extensive range of tailor-made solutions, and products and services, to provide a customised banking experience. Through its strategic offerings, it looks to meet the banking needs of customers across the world via its market-leading Corporate and Investment Banking and Personal Banking franchises. Headquartered in Abu Dhabi, in Khalifa Business Park, the banks international network spans over 19 countries, across the world, providing the global relationships, expertise and financial strength to support local, regional and international businesses seeking to do business at home and abroad. In line with its commitment to put customers first, to Grow Stronger, FAB will continually invest in people and technology to create the most customer-friendly banking experience and will support the growth ambitions of its stakeholders across the global network in which the bank operates. To empower its customers and clients to Grow Stronger, FAB is initiating a powerful movement, which goes beyond banking. The Grow Stronger movement represents the banks promise to support its stakeholders goals and growth ambitions, providing ideas, tools and expertise to help them become stronger, today and in the future. Through a strong, diversified balance sheet, leading efficiency and a solid corporate governance structure in place, FAB is set to drive growth forward.