Customer Service Representative

JOB DESCRIPTION / ROLE

Job Type: Full Time

Job Location: Abu Dhabi, UAE

Nationality: Any Nationality

Salary: Not Specified

Gender: Not Specified

Arabic Fluency: Not Specified

Job Function: Customer Service

Company Industry: Banking - Retail

Role purpose:

To welcome and greet incoming customers and guide them to the service points to deliver quality service while projecting ADIB's professional image in all interpersonal dealings.

Reports direct to:

Branch manager

Key accountabilities of the role:

Welcome and greet walk-in customers and inquire to understand their needs.

Customer guidance and managing the floor.

Direct clients to alternative channels (digital channels).

Ensure clients have all needed documents before waiting in the queue.

Handle customers in a pleasant manner and escort them to the concerned staff.

Evaluate problems and manage customer anger.

Branch assistance and support:

Responsible for handling QMS tokens.

Provide assistance to help desk counters.

Manage the queue at teller counters and waiting time at customer service areas.

ADIB branches look and feel:

Ensure the branch follows the guideline book of look and feel.

Perform any other responsibilities entrusted by branch management from time to time.

Specialist skills / technical knowledge required for this role:

Broad knowledge of ADIB's retail banking financial products and services.

Fair knowledge of ADIB's operational policies and procedures.

Excellent knowledge of ADIB alternative channels (mobile, chatbot, ITM, CCDM) and the services offered on these channels.

Excellent communication skills to explain the steps to customers in an easy, simple, and clear way and persuade them to use the alternative channels.

Good knowledge of UAE banking practices, regulations, and risks.

Fair knowledge of service standards.

Thorough knowledge of all regulations issued by the Central Bank of UAE.

Knowledge of cross sales.

Computer skills.

Previous experience required and qualifications:

Minimum one (01) year's experience in lobby management in a banking or service industry environment.

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