Customer Service Representative

ADIB - Abu Dhabi Islamic Bank


Date: 3 weeks ago
City: Abu Dhabi
Contract type: Full time


Role: Customer Service Representative
Location: ADIB HQ, Abu Dhabi

Role Purpose:

To welcome and greet incoming customers and guide the customers 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:

Greater:

  • Welcome & greet the walk-in customers and inquire and understand his/her needs.


Customer guidance & managing floor.

  • Direct clients to alternative channels (Digital Channels).
  • Ensure clients have all needed docs before wasting time waiting and taking queue.
  • Handle the customers in a pleasant manner and escort them to the staff concerned.
  • Problems evaluation.
  • Customer anger management.


Branch assistance and support:

  • Ambassador to handle the 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 & services
  • Fair knowledge of ADIB’s Operational Policies & Procedures
  • Excellent knowledge in ADIB alternative channels (mobile/ chatbot/ ITM/ CCDM) and the services offered on these channels
  • Excellent communication skills – to explain the steps to customers in easy, simple and clear way and persuade them to use the alternative channels
  • Good Knowledge of UAE banking practices, regulations & risks
  • Fair knowledge of service standards
  • Thorough knowledge of all the regulations issued by Central Bank of UAE
  • Knowledge of Cross Sales
  • Computer skills


Previous experience required (if any) and qualifications required (if any):

  • Minimum one (01) years’ experience in Lobby Management, in a banking or service industry environment.


This position is for UAE Nationals only.

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