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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