Customer Service Executive

First Abu Dhabi Bank

Key Responsibilities

• Customer Support & Issue Resolution
• Attend to customer queries regarding products, services, and billing.
• Identify and resolve customer issues by analysing complaints and determining effective solutions.
• Process adjustments, corrections, or escalations as required and ensure proper follow-up until full resolution.
• Assist customers across all FAB Personal Banking Channels by generating online banking passwords and guiding them through usage.

• Service Quality & Performance
• Maintain high service standards for all inbound and outbound calls.
• Meet customer satisfaction targets, SLAs, and quality benchmarks.
• Update customer records accurately through service requests, notes, and complaint logs.
• Demonstrate flexibility in working shifts, including on-call or emergency rotations to support service levels.

• Sales Support & Lead Generation
• Identify customer needs and recommend suitable FAB products or services.
• Generate leads for various banking products while maintaining a customer-focused approach.
• Provide feedback to management based on customer interactions and identified needs.

• Risk & Compliance
• Ensure adherence to FAB's policies and procedures at all times.
• Comply with AML and regulatory guidelines, ensuring responsible and safe handling of customer information.
• Maintain confidentiality of data and follow security protocols.

• Team Contribution
• Collaborate with colleagues and contribute to team goals.
• Participate in daily activities, special tasks, and campaigns assigned by supervisors.
• Maintain punctuality, discipline, and a positive attitude to support an efficient contact centre environment.

Skills Set

• Customer service
• Conflict resolution
• Call handling & phone etiquette
• Documentation & CRM updating
• Analytical thinking
• Product knowledge
• Multitasking & time management