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Customer Service Representative

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ADN000160 Requisition #
Specific  Job Accountability
  • Handle customer service queries with respect to product, service and billing
  • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Maintains customer records by updating customer history through service requests/complaints and Notes.
  • To achieve set targets in terms of service standards and customer satisfaction scores for customer inbound calls received and ensure quality of outbound calls
  • To assist customers in making their financial process smooth by  generating online passwords  for all FAB Personal Banking Channels
  • Contribute to the business by generating new prospects/Leads for all types of FAB products.
  • Ensure the business meets its obligations on the prevention of money laundering under the Bank’s Policies and Standards and under local laws and regulations
  • Recommends potential products or services to management by collecting customer information and analysing customer needs
  • Contributes to team effort by accomplishing related results as needed
  • Demonstrate flexibility in adhering to planned/scheduled shifts and on call/ unplanned shifts due to the floor situation for achieving all defined SLA
  • Ensure self-punctuality and discipline to the centre
  • Ensure adherence of policies and procedures

Minimum Qualifications:
  • High School / Diploma in any discipline
Minimum Experience:
  • 1 – 2 years experience in customer services / Contact Centre.
Knowledge, Skills, and Attributes:
  • Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analysing Information, Multi-tasking.
  • Excellent communication skill in English &/or Arabic

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