Call Center Executive (Emiratized Role)

About the role

First Abu Dhabi Bank is hiring a Call Center Executive in Abu Dhabi, an emiratized position. The role serves customers by giving product and service information and resolving issues while maintaining high quality standards, and contributes to the bank's financial and reputational integrity through end-to-end customer solutions.

Key responsibilities

• Handle incoming calls and resolve customer complaints to satisfaction within defined authority limits, escalating as per process
• Recommend products and services by collecting customer information and analysing their needs
• Maintain quality of inbound and outbound calls against service standards and customer satisfaction targets
• Generate new prospects and leads and upsell FAB products
• Update customer records with service requests, complaints and notes
• Keep customer data confidential and comply with bank policies, standards and local laws
• Follow the approved authorization matrix and attend to special tasks from team leaders and managers
• Adhere to scheduled and unplanned shifts to meet service level and abandonment targets

Required profile

• High school education
• 0 to 2 years of relevant experience in the banking sector
• Excellent communication in English and Arabic
• Flexibility to work planned and unplanned shifts

Required skills

• Customer service and product knowledge
• Problem solving and documentation skills
• Listening and phone skills