Customer Service Representative - Emiratized Role

Job Description

Job Description

Possessing a strong team spirit, motivation and friendly environment with all customer and Colleagues

• 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
• Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks
• Authorised to take decisions as per the approved authorization matrix

Qualifications

• 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