Call Center Agent

Abu Dhabi, Abu Dhabi, United Arab Emirates

Full-time

Division: Mergers and Acquisitions

Sub Division: Real Estate Group

Company Description

First Abu Dhabi Bank is an inclusive environment where each person values the experiences, perspectives, ideas and beliefs of others. We’re in a unique position to learn from all our colleagues, combining international experience with deep cultural knowledge and local expertise. At FAB, you’ll have the support of your team and a strong relationship with your line manager, who will trust you with responsibility and recognize your good performance. As we embrace different ways of seeing the world, listening to each other and respecting different viewpoints, we grow stronger – together.

Job Description

To handle all inbound calls and emails via the website related to FAB Properties and Mismak.

ACCOUNTABILITIES:

Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.

Demonstrate compliance to organisation’s values and ethics at all times to support the establishment of a value drive culture within the bank.

Handle all inbound customer calls; respond to FCR enquiries and capture/pass messages as directed (Arabic/English).

Log all incoming rental enquiries, service requests, complaints and other feedback into the CMS system and provide unique reference number together with a target resolution time to caller.

Monitor and track all case files from CMS until completion; notify customer of any delays and expedite where necessary to maintain customer service standards (KPIs).

Identify the root cause of any complaint and record in CMS to facilitate accurate reporting

Qualifications

Minimum Qualification:

Bachelor’s degree in the Arts (BA) or Sciences (BS) or a related discipline

Minimum Experience:

Three years’ relevant experience in a Call Centre environment preferably in the property or construction sector, with a minimum of two years as an Agent or Customer Service Representative