Customer Service Representative

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.

• 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. 

• 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

• Ensure the branch follows the guideline book of look and feel.
• Perform Any other responsibilities entrusted by branch management from time to time.

• 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

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