banking jobs and careers in UAE 2023 | First Abu Dhabi Bank (FAB)
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Customer Service Representative (UAE Nationals ONLY)
First Abu Dhabi Bank (FAB) بنك ابوظبي الأول
- First Abu Dhabi Bank (FAB), the largest bank in the UAE and one of the largest financial institutions in the world, offers a wide range of solutions, products and services tailored to provide a personalized banking experience.
- Through its strategic offerings, it looks forward to meeting the banking needs of customers around the world with market-leading corporate and investment banking franchises and personal banking services.
- The bank's headquarters is located in Abu Dhabi, in the Khalifa Business Park, and the bank's international network extends to more than 19 countries, all over the world, providing global relations, experience and financial strength to support local, regional and international companies seeking to do business at home and abroad.
- In line with its commitment to putting customers first, in order to grow stronger, FAB will continually invest in people and technology to create a more convenient banking experience for customers and will support the growth ambitions of its stakeholders across the global network in which the bank operates.
- To enable its clients and customers to grow stronger, FAB is embarking on a powerful move that goes beyond banking services.
- The Grow Stronger movement represents the Bank's promise to support shareholders' goals and growth ambitions, and to provide insights, tools and expertise to help them become stronger, today and in the future.
- With a strong and diversified balance sheet, leading efficiency and a strong corporate governance structure, FAB is poised to drive growth forward.
Job Purpose
- 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.
Specific Job Accountability
- Provide excellent customer service by attending to incoming calls within the quality guidelines.
- Handling and resolving customer complaints to customer satisfaction within the defined authority limits and to 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.
- Maintains 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 of policies & procedures and discipline to the Centre.
Qualifications
- High School.
- Customer Service, Product Knowledge, Quality Focus, Problem Solving, Documentation Skills, Listening, Phone Skills.
- Excellent communication skill in English & Arabic.
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