Customer Service Representative (Emiratized role) - Full time

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 Purpose:

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

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

Job Specific Accountabilities:

1. Provide excellent customer service by attending to incoming calls within the quality guidelines.
2. Handle and resolve customer complaints to customer satisfaction within the defined authority limits and escalate as per process.
3. Recommend potential products or services to management by collecting customer information and analyzing customer needs.
4. Ensure quality of inbound/outbound calls by achieving set targets in terms of service standards and customer satisfaction scores.
5. Contribute to the business by generating new prospects/leads and upselling for all types of FAB products.
6. Maintain customer records by updating customer history through service requests/complaints and notes. Maintain confidentiality of the bank’s customers and data.
7. Ensure the business meets its obligations under the Bank’s Policies and Standards and under local laws/regulations.
8. Attend to special tasks assigned by team leader and managers.
9. 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 Abandon rates.
10. Ensure self-punctuality, adherence to policies & procedures, and discipline in the Centre.

Minimum Qualifications:

• High School

Minimum Experience:

• 0 – 2 years relevant experience in the banking sector.

Knowledge, Skills, and Attributes:

• Customer Service, Product Knowledge, Quality Focus, Problem Solving, Documentation Skills, Listening, Phone Skills.
• Excellent communication skills in English & Arabic.

Additional Information:

• Should hold a Valid UAEN family book (Mandatory).