Job Category: CSR - Client ServicesJob Description:JOB PURPOSE:To serve customers by providing product and service information; resolving Complaints with utmost Customer Satisfaction and proper evidence on closure / satisfactory resolution.To ensure and maintain 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:Handle customer service issues, complaints/grievances with respect to product, service, billing of FAB and any other categoryResolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.Ensure adherence of policies and proceduresMaintains customer records by updating customer history through service requests/complaints and Notes.To achieve set targets in terms of service standards and customer satisfaction scores for all assigned Complaints and related activities.Contribute to the business by capturing feedback new prospects for all types of FAB products as part of Process Improvement recommendationsEnsure the business meets its obligations on the prevention of money laundering under the Bank's Policies and Standards and under local laws and regulations.Recommends potential products or services to management by collecting customer information and analyzing customer needs.Contributes to team effort by accomplishing related results as needed.Demonstrate flexibility in adhering to planned/scheduled shifts and on call/ unplanned shifts due to the business requirement for achieving all defined SLA.Ensure self-punctuality and discipline to the centerFRAMEWORKS, BOUNDARIES, & DECISION-MAKING AUTHORITY:Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks.Authorized to take decisions as per the approved authorization matrix.Qualification & Experience:Minimum Qualifications:High School / Diploma in any discipline Minimum Experience:1 - 2 years' experience in Customer Service / Complaints Handling environment.Knowledge, Skills, and Attributes:- Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking. * - Excellent communication skill in English &/or Arabic.About Us:About Us:First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. Our commitment to excellence and innovation drives us to provide top-tier financial solutions to our clients.Life at FAB:Working at FAB means being part of a team of talented and passionate individuals with a shared vision to support the ambitions of our stakeholders to "Grow Stronger." We embrace the needs of our customers across the globe with a sense of responsibility and confidence driven by extensive expertise that can only be delivered by an ambitious world-class organizationCareer Development:FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance-based culture that will unleash the best in you. Whether you are an experienced professional or just starting your career, FAB provides a range of learning and development initiatives to support all employees through training and skill development.Our Values:At FAB, we place our customers at the core of our activities, live our values each day in every way, celebrate achievements, and empower each other to deliver leading solutions. We have structured plans for the recruitment and career progression of Emirati talent to enable them to make a mark in the financial and banking sector both regionally and globaly that rewards your hard work and dedication.Join our team and be part of a journey to shape the future of banking.
