Customer Service Representative - Call Centre - First Abu Dhabi Bank - Abu Dhabi, UAE
Role overview
Customer Service Representative - Call Centre - First Abu Dhabi Bank - Abu Dhabi, UAE Position Overview This Customer Service Representative role supports First Abu Dhabi Bank's contact centre by delivering high-quality service, resolving customer issues, handling inbound and outbound calls, and promoting FAB products. The position is customer-focused, operationally disciplined, and key to maintaining the bank's service reputation while adhering to policy and regulatory standards. Job Details Country: UAE City: Abu Dhabi Industry: Banking Function: Customer Support-Client Care Salary: 9000-12000 monthly (Market estimated) Gender: Any Candidate Nationality: Any Job Type: Full-time Key Responsibilities * Answer inbound calls and provide accurate service and product information in line with FAB quality standards. * Resolve customer complaints within defined authority limits and escalate when necessary. * Identify customer needs and recommend appropriate FAB products or services. * Meet service standards including call quality targets, customer satisfaction scores, and adherence to SLAs. * Generate leads and upsell FAB products during interactions with customers. * Update customer records through service requests, complaint notes, and call documentation. * Maintain full confidentiality of customer information and ensure compliance with bank policies. * Support special assignments given by supervisors and managers. * Demonstrate flexibility with shift schedules, including planned and unplanned changes, to maintain service levels. * Uphold punctuality, professionalism, and adherence to operational guidelines. * Operate within the Group's policies and governance frameworks. * Take decisions within approved authorization limits. Ideal Profile * High school graduate; additional education is an advantage. * Zero to two years of experience in the banking sector or in customer service roles. * Strong communication skills in English and Arabic. * Good understanding of banking products, customer service principles, and call handling techniques. * Ability to solve problems, manage customer dissatisfaction, and maintain quality standards. * Comfortable working in fast-paced, shift-based call centre environments. * Strong listening, documentation, and phone interaction skills. Skills Set * Customer service delivery * Call handling (inbound/outbound) * Complaint resolution * Lead generation and upselling * Documentation and CRM updates * Problem solving and communication * Compliance and confidentiality * Shift flexibility and teamwork Why Join Us * Be at the frontline of shaping customer experience for the UAE's largest bank. * Opportunities to learn, grow, and progress into advanced service or sales roles. * Dynamic work environment with extensive training and professional development. About the Company First Abu Dhabi Bank is one of the world's most secure and trusted financial institutions, known for excellence in customer engagement and service innovation. FAB fosters a culture of collaboration, respect, and continuous improvement while supporting career growth across all levels.
