Customer Service Representative

Summary

Join the UAE’s largest bank and contribute to a dynamic and growing financial institution. This role focuses on providing exceptional customer service, resolving product and service issues, and maintaining high-quality standards. You will handle incoming calls, address customer complaints, recommend products and services, and contribute to business growth by generating leads and upselling. Maintaining customer records, confidentiality, and adherence to bank policies are crucial. Success in this role requires strong communication skills, problem-solving abilities, and a commitment to exceeding customer expectations.

Requirements

• High School
• 0 – 2 years relevant experience in banking sector
• Customer Service, Product Knowledge, Quality Focus, Problem Solving, Documentation Skills, Listening, Phone Skills
• Excellent communication skill in English & Arabic

Responsibilities

• 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 2
• 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

Preferred Qualifications

Should hold a Valid UAE Family book