Senior Officer- Contact Centre - Customer Care Unit

First Abu Dhabi Bank (FAB) Al Qurm Business Park, Abu Dhabi, United Arab Emirates

Full-time

Division: GCOO

Sub Division: Group Operations

Company Description

Now it’s your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region. Shaking up the world of banking requires a lot of smarts and skill. We’re looking for the brightest and best to help us reach our goals and we’ll also help you reach yours. Your success is our success as you grow stronger in your career. Join us and leave a legacy of your own, as a pioneer in both the company and the industry.

Job Description

JOB PURPOSE:

To serve customers by providing product and service information; resolving product and service problems.

To ensure and maintain immaculate quality standards. To ensure financial and reputational integrity of the organization and providing end to end solutions for better customer service experience. Possessing a strong team spirit, motivation and friendly environment with all customer and Colleagues.

Job Context :

Specific Job Accountability

▪ Handle customer service queries with respect to product, service and billing

▪ Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

▪ Maintains customer records by updating customer history through service requests/complaints and Notes.

▪ To achieve set targets in terms of service standards and customer satisfaction scores for customer inbound calls received and ensure quality of outbound calls

▪ To assist customers in making their financial process smooth by generating online passwords for all FAB Personal Banking Channels

▪ Contribute to the business by generating new prospects/Leads for all types of FAB products.

▪ Ensure the business meets its obligations on the prevention of money laundering under the Bank’s Policies and Standards and under local laws and regulations

▪ Recommends potential products or services to management by collecting customer information and analysing customer needs

▪ Contributes to team effort by accomplishing related results as needed

▪ Demonstrate flexibility in adhering to planned/scheduled shifts and on call/ unplanned shifts due to the floor situation for achieving all defined SLA

▪ Ensure self-punctuality and discipline to the centre

▪ Ensure adherence of policies and procedures

Qualifications

QUALIFICATIONS & EXPERIENCE:

Minimum Qualifications:

▪ High School / Diploma in any discipline

Minimum Experience:

▪ 1 – 2 years experience in customer services / Contact Centre.

Knowledge, Skills, and Attributes:

▪ Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analysing Information, Multi-tasking.

▪ Excellent communication skill in English &/or Arabic.