Call Center Executive

Overview

Call Center Executive Jobs in Dubai, UAE at First Abu Dhabi Bank (FAB)

First Abu Dhabi Bank is an

inclusive

environment where each person values the experiences, perspectives, ideas and beliefs of others. We’re in a unique position to learn from all our colleagues, combining international experience with deep cultural knowledge and local expertise. At FAB, you’ll have the support of your team and a strong relationship with your line manager, who will trust you with responsibility and recognize your good performance.

As we embrace different ways of seeing the world, listening to each other and respecting different viewpoints, we grow stronger – together.

Job Description

To serve customers by providing product and service information, resolving product and service issues while maintaining immaculate quality standards. This role ensures the financial and reputational integrity of the organization by providing end-to-end solutions for a better customer service experience. Possessing a strong team spirit and motivation is essential for creating a 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

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 planned/scheduled shifts and on-call/unplanned shifts due to floor situations for achieving all defined service levels and abandoned rates.  Ensure self-punctuality, adherence to policies & procedures, and discipline within the Centre.  Function within the framework and boundaries of Group policies as well as overall organizational and governance frameworks.  Be authorized to take decisions as per the approved authorization matrix.

Qualifications

Minimum Qualifications:

High School diploma.  0 – 2 years of 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.

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Title: Call Center Executive

Company: First Abu Dhabi Bank (FAB)

Location: Dubai, UAE

Category: Customer Service/HelpDesk