Senior Officer- Contact Centre - Customer Care Unit

Company Description

Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders, and communities to grow through differentiation, agility, and innovation. We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark at a top company in an exciting & dynamic 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 provide end-to-end solutions for a better customer service experience. Possessing a strong team spirit, motivation, and a friendly environment with all customers and colleagues.

Specific Job Accountability

1. Handle customer service queries with respect to product, service, and billing.
2. Resolve 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; and following up to ensure resolution.
3. Maintain customer records by updating customer history through service requests/complaints and notes.
4. Achieve set targets in terms of service standards and customer satisfaction scores for customer inbound calls received and ensure quality of outbound calls.
5. Assist customers in making their financial process smooth by generating online passwords for all FAB Personal Banking Channels.
6. Contribute to the business by generating new prospects/leads for all types of FAB products.
7. 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.
8. Recommend potential products or services to management by collecting customer information and analyzing customer needs.
9. Contribute to team effort by accomplishing related results as needed.
10. Demonstrate flexibility in adhering to planned/scheduled shifts and on-call/unplanned shifts due to the floor situation for achieving all defined SLA.
11. Ensure self-punctuality and discipline at the center.
12. Ensure adherence to policies and procedures.

Qualifications
Minimum Qualifications:

1. High School / Diploma in any discipline.

Minimum Experience:

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

Knowledge, Skills, And Attributes:

1. Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking.
2. Excellent communication skills in English &/or Arabic.