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.

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