Customer Service Representative - Contact Centre

Customer Service Representative - Contact Centre Job Snapshot Role: Customer Service Representative - Contact Centre Location: Abu Dhabi, United Arab Emirates Industry: Banking Function: Customer Support-Client Care Experience: Relevant customer service experience Job Type: Full-time Position Overview Customer Service Representative - Contact Centre in Abu Dhabi, United Arab Emirates is a Banking opportunity with First Abu Dhabi Bank focused on delivering high-quality customer support, resolving service issues, managing inbound and outbound calls, and protecting the Bank 's financial and reputational integrity.

The role supports customer satisfaction, complaint resolution, product awareness, lead generation, and accurate service documentation while operating within FAB policies, regulatory requirements, and defined service standards. Job Details Country: United Arab Emirates City: Abu Dhabi Industry: Banking Function: Customer Support-Client Care Salary: 7000-11000 Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer.

Gender: Any Candidate Nationality: Any Job Type: Full-time Role Context The Customer Service Representative serves as a primary point of contact for FAB customers, handling enquiries, requests, complaints, and product-related interactions through the contact centre. The position is responsible for delivering accurate information, resolving issues within authorized limits, and ensuring each interaction meets established quality and customer experience standards.

Beyond service delivery, the role contributes to business growth by identifying customer needs, generating leads, and supporting appropriate product upselling. Strong attention to confidentiality, regulatory compliance, call quality, and shift discipline is essential to maintaining consistent service levels and protecting the Bank 's reputation. Key Responsibilities * Attend incoming customer calls promptly in accordance with established quality standards.

* Provide accurate information regarding FAB products, services, processes, and customer requests. * Handle customer enquiries professionally and provide practical end-to-end solutions. * Resolve complaints within approved authority limits. * Escalate complaints and complex service issues according to established procedures. * Maintain a customer-focused approach throughout each interaction. * Work toward high customer satisfaction and service quality scores.

* Meet defined inbound and outbound call performance targets. * Maintain required standards for call quality, responsiveness, and professionalism. * Identify customer needs during service interactions. * Recommend appropriate products or services based on identified requirements. * Provide customer feedback and insights to management when recurring needs or service gaps are identified. * Generate qualified prospects and leads for relevant FAB products.

* Support responsible upselling opportunities during customer interactions. * Contribute to commercial objectives without compromising service quality or compliance requirements. * Record customer interactions accurately in relevant systems. * Update customer history following service requests, complaints, and other interactions. * Maintain clear and complete notes to support future customer servicing.

* Protect the confidentiality of customer records and banking information. * Ensure customer data is handled in accordance with Bank policies and applicable regulations. * Avoid unauthorized disclosure of confidential or sensitive information. * Comply with FAB policies, service standards, and operating procedures. * Follow applicable local laws and regulatory requirements. * Operate within the Bank 's organizational and governance frameworks.

* Make decisions only within the approved authorization matrix. * Escalate matters that exceed assigned decision-making authority. * Complete special assignments requested by Team Leaders or Managers. * Sup