Job Description
Roles & Responsibilities
Role: Customer Service Representative Location: ADIB HQ, Abu Dhabi Role Purpose:To welcome and greet incoming customers and guide the customers to the service points to deliver quality service while projecting ADIB s professional image in all interpersonal dealings.Reports direct to: Branch Manager Key accountabilities of the role: Greater: Welcome & greet the walk-in customers and inquire and understand his/her needs. Customer guidance & managing floor. Direct clients to alternative channels (Digital Channels). Ensure clients have all needed docs before wasting time waiting and taking queue. Handle the customers in a pleasant manner and escort them to the staff concerned. Problems evaluation. Customer anger management. Branch assistance and support: Ambassador to handle the QMS Tokens Provide assistance to Help Desk counters. Manage the Queue at teller counters and waiting time at customer service areas ADIB Branches Look and Feel: Ensure the branch follows the guideline book of look and feel. Perform Any other responsibilities entrusted by branch management from time to time. Specialist skills / technical knowledge required for this role: Broad knowledge of ADIB s Retail Banking financial products & services Fair knowledge of ADIB s Operational Policies & Procedures Excellent knowledge in ADIB alternative channels (mobile/ chatbot/ ITM/ CCDM) and the services offered on these channels Excellent communication skills to explain the steps to customers in easy, simple and clear way and persuade them to use the alternative channels Good Knowledge of UAE banking practices, regulations & risks Fair knowledge of service standards Thorough knowledge of all the regulations issued by Central Bank of UAE Knowledge of Cross Sales Computer skills Previous experience required (if any) and qualifications required (if any): Minimum one (01) years experience in Lobby Management, in a banking or service industry environment. This position is for UAE Nationals only.
