Call Center Executive

First Abu Dhabi Bank (FA...

Job DescriptionTo 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 ColleaguesSpecific Job AccountabilityProvide excellent customer service by attending to incoming calls within the quality guidelinesHandling and resolving customer complaints to customer satisfaction within the defined authority limits and to escalate as per processRecommend potential products or services to management by collecting customer information and analyzing customer needsEnsure quality of inbound / outbound calls by achieving set targets in terms of service standards and customer satisfaction scoresContribute to the business by generating new prospects/Leads and upselling for all types of FAB productsMaintains customer records by updating customer history through service requests/complaints and NotesMaintain confidentiality of the bank s customers and dataEnsure the business meets its obligations under the Bank s Policies and Standards and under local laws/regulationsAttend to special tasks assigned by team leader and ManagersDemonstrate 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 ratesEnsure self-punctuality, adherence of policies & procedures and discipline to the CentreFrameworks, Boundaries & Decision-Making AuthorityFunctions within the framework and boundaries of Group policies as well as overall organizational and governance frameworksAuthorized to take decisions as per the approved authorization matrixQualificationsMinimum Qualifications:High SchoolMinimum Experience0 2 years relevant experience in banking sectorKnowledge, Skills, And AttributesCustomer Service, Product Knowledge, Quality Focus, Problem Solving, Documentation Skills, Listening, Phone SkillsExcellent communication skill in English & Arabic