Call Center Executive (Emiratized)

About the role

The Call Center Executive will serve FAB customers by providing product and service information, handling inquiries, and resolving issues while maintaining high quality standards. This Emiratized position focuses on delivering a seamless end‑to‑end customer experience within the banking environment.

Key responsibilities

• Answer inbound calls promptly and adhere to quality guidelines.
• Resolve customer complaints within authorized limits and escalate when necessary.
• Identify customer needs and recommend appropriate FAB products or services.
• Achieve service‑level targets and maintain high customer satisfaction scores.
• Generate new leads and upsell FAB’s range of banking products.
• Update and maintain accurate customer records and interaction notes.
• Uphold confidentiality of customer data and comply with bank policies and local regulations.
• Participate in special tasks assigned by team leaders or managers.
• Demonstrate flexibility in shift schedules to meet service level and abandonment rate goals.

Required profile

• High school diploma (minimum).
• 0–2 years of relevant experience, preferably in the banking sector.
• Strong customer‑service orientation with a focus on quality.
• Excellent communication skills in both English and Arabic.
• Ability to work collaboratively in a team environment.

Required skills

• Proficient verbal and written English.
• Proficient verbal and written Arabic.
• Effective phone handling and listening skills.
• Documentation and record‑keeping abilities.