Customer Service Representative

Job summary / introduction

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 provide end-to-end solutions for better customer service experience.

Possessing a strong team spirit, motivation, and friendly environment with all customers and colleagues.

Key responsibilities

• 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 and 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 and 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 self-punctuality, adherence to policies and procedures, and discipline to the centre.

Requirements / qualifications

• High school education.
• 0 - 2 years relevant experience in the banking sector.
• Customer service, product knowledge, quality focus, problem solving, documentation skills, listening, and phone skills.
• Excellent communication skills in English and Arabic.

About us

First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. Our commitment to excellence and innovation drives us to provide top-tier financial solutions to our clients.

Life at FAB

Working at FAB means being part of a team of talented and passionate individuals with a shared vision to support the ambitions of our stakeholders to "Grow Stronger." We embrace the needs of our customers across the globe with a sense of responsibility and confidence driven by extensive expertise that can only be delivered by an ambitious world-class organization.

Career development

FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance-based culture that will unleash the best in you. Whether you are an experienced professional or just starting your career, FAB provides a range of learning and development initiatives to support all employees through training and skill enhancement.

Our values

At FAB, we place our customers at the core of our activities, live our values each day in every way, celebrate achievements, and empower each other to deliver leading solutions. We have structured plans for the recruitment and career progression of Emirati talent to enable them to make a mark in the financial and banking sector both regionally and globally. Our culture rewards your hard work and dedication.

Join our team and be part of a journey to shape the future of banking.