Virtual Customer Service Executive - Emiratized Role

To serve customers by providing product 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.

Specific Job Accountability:

• 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/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/regulations.
• Attend to special tasks assigned by team leader and managers.
• 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 abandoned rates.
• Ensure self-punctuality, adherence to policies & procedures, and discipline in the Centre.

Frameworks Boundaries & Decision Making Authority:

• Function within the framework and boundaries of group policies as well as overall organizational and governance frameworks.
• Authorized to take decisions as per the approved authorization matrix.

Qualifications:

Minimum Qualifications:

• High School diploma.

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.

Remote Work:

No

Employment Type:

Full-time