Call Center Executive (Emiratized role)

Responsibilities

• Serve customers by providing product and service information.
• Resolve product and service issues while maintaining high quality standards.
• Ensure financial and reputational integrity of the organization.
• Deliver end-to-end solutions for better customer service experience.
• Exhibit strong team spirit and motivation among colleagues.
• Attend incoming calls and provide excellent customer service within quality guidelines.
• Handle and resolve customer complaints to satisfaction within defined authority limits and escalate as per process.
• Recommend potential products or services to management by analyzing customer needs.
• Maintain quality of inbound/outbound calls by achieving set targets for service standards and customer satisfaction.
• Generate new prospects and upsell for all FAB products.
• Update customer records and maintain confidentiality of customer data.
• Ensure compliance with bank policies, standards, and local laws/regulations.
• Attend special tasks assigned by team leaders and managers.
• Be flexible in working planned, scheduled, on-call and unplanned shifts as required to meet service level targets.
• Demonstrate punctuality, adherence to policies/procedures, and discipline at the Centre.

Requirements

• UAE National (Emiratized role)
• Excellent communication skills
• Customer service orientation
• Attention to detail
• Adaptability to shifts

Preferred Qualifications

• Previous call center or customer service experience
• Banking sector exposure
• Multilingual skills (Arabic, English)
• Familiarity with CRM systems

Benefits

• Annual Leave (2)
• Health Insurance (10)
• Paid Leave (14)
• Gratuity (9)
• Visa (17)

About the Company

First Abu Dhabi Bank (FAB) is the UAE’s largest bank and one of the world’s largest and safest financial institutions. Focused on creating value for employees, customers, shareholders, and communities, FAB thrives on differentiation, agility, and innovation. Be part of an exciting and dynamic industry, accelerating your professional growth as you help FAB reach its goals.