Call Center Executive (Emiratized)

Responsibilities

• Provide excellent customer service by attending to incoming calls within quality guidelines
• Handle and resolve customer complaints to customer satisfaction within defined authority limits and escalate as per process
• Recommend products and services by collecting customer information and analysing customer needs
• Ensure quality of inbound/outbound calls by achieving set service standards and customer satisfaction targets
• Generate new prospects/leads and upsell FAB products
• Maintain and update customer records, service requests, complaints and notes, ensuring confidentiality
• Comply with Bank policies, standards and local laws/regulations
• Perform special tasks as assigned by team leader and managers
• Demonstrate flexibility with planned/scheduled shifts and on-call/unplanned shifts to meet service levels
• Maintain punctuality, adherence to policies and discipline on the centre floor

Requirements

• High School
• 0-2 years
• Customer Service
• Phone Skills
• Documentation Skills
• Problem Solving
• Quality Focus
• Arabic & English
• UAEN family book (Mandatory)

Preferred Qualifications

• UAE National / Emirati (Emiratized role)
• Experience in banking sector
• Call centre experience
• Upselling / Sales experience

Benefits

• Not specified (standard FAB employee benefits apply)

About the Company

Join the #1 bank in the Middle East and one of the region's leading financial institutions. First Abu Dhabi Bank (FAB) offers a dynamic environment for career growth, strong learning opportunities and the chance to contribute to a market-leading bank shaping the future of banking in the UAE and beyond.