Customer Service Representative (Emiratized Role) First Abu Dhabi Bank FAB

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

Specific Job Accountability
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