Customer Service Representative - Emiratized Role

JOB SUMMARY / INTRODUCTION 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 customer and Colleagues. KEY 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. 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. REQUIREMENTS / 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. Skills Customer Service Product Knowledge Quality Focus Problem Solving Documentation Skills Listening Phone Skills Excellent communication skill in English & Arabic.

Excellent communication skills, both verbal and written, with the ability to communicate effectively with customers and colleagues. Strong problem-solving skills and the ability to think critically to find solutions. A customer-centric mindset, with a focus on delivering an exceptional customer experience. Attention to detail and the ability to maintain high standards of work. Ability to work collaboratively in a team environment, fostering a positive and supportive culture. Flexibility to adapt to changing work priorities and a willingness to learn new skills. Previous experience in a customer service role is preferred but not essential. A positive and friendly attitude, with a passion for delivering excellent service. A commitment to continuous learning and professional development.

Provide excellent customer service by offering product and service information, and resolving customer issues promptly. Maintain a high level of quality in all customer interactions, ensuring a positive and professional experience. Ensure the financial integrity of the organization by adhering to company policies and procedures. Offer end-to-end solutions to customers, providing a seamless and efficient service. Collaborate with colleagues to maintain a friendly and motivated work environment, fostering a strong team spirit. Handle customer complaints and queries with patience and empathy, finding effective resolutions. Stay updated with product knowledge and company policies to provide accurate information to customers. Maintain accurate records of customer interactions and feedback for future reference and improvement. Identify and escalate potential issues or risks to the appropriate team members or managers. Actively contribute to team discussions and share best practices to continuously improve customer service.