Call Center Executive - Emiratized Role

About the role

The Call Center Executive will serve FAB customers by providing product and service information, resolving issues, and ensuring a high‑quality experience. This Emiratized position requires strong communication in both English and Arabic and a commitment to the bank’s financial and reputational integrity.

Key responsibilities

• Answer inbound calls and handle customer inquiries within quality guidelines.
• Resolve complaints to customer satisfaction within authorized limits and escalate when necessary.
• Recommend products or services based on customer information and needs analysis.
• Achieve service‑standard targets and maintain high customer satisfaction scores.
• Generate new prospects, upsell FAB products, and contribute to business growth.
• Maintain accurate customer records, update service requests, and ensure data confidentiality.
• Adhere to bank policies, local regulations, and the approved authorization matrix.
• Flexibly cover scheduled and unscheduled shifts to meet service level and abandonment rate goals.

Required profile

• Minimum education: High School diploma.
• 0–2 years of relevant experience in the banking sector.
• Fluent in English and Arabic with excellent communication skills.
• Strong customer‑service orientation, problem‑solving ability, and attention to documentation.

Required skills