Customer Service Representative

Job Description

Role: Customer Service Representative
Location: Yas Mall Branch, Abu Dhabi
Role Purpose:
To welcome and greet incoming customers and guide the customers to the service points so as to deliver quality service while projecting ADIB’s professional image in all interpersonal dealings. Key Accountabilities of the role      
These are the main responsibilities of this role:

RESPONSIBILITIES:

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

Customer Guidance & Managing Floor:

1. direct clients to alternative channels (Digital Channels).
2. ensure client have all needed docs before wasting time in waiting and taking queue.
3. Handle the customers in a pleasant manner and escort them to the concerned staff.
4. problems evaluation.
5. Customer anger management. 

Branch Assistance and Support:

1. Ambassador to handle the QMS Tokens
2. Provide assistance to Help Desk counters.
3. Manage the Queue at teller counters and waiting time at customer service areas.

ADIB Branches Look and Feel: ensure the branch follow 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 knowledge in ADIB alternative channels (mobile/ chatbot/ ITM/ CCDM) and the services offered on these channels
• Good Knowledge of UAE banking practices, regulations & risks
• Fair knowledge of service standards 
• Knowledge of Anti-Money laundering regulations issued by the UAE Central Bank and other regulatory authorities 
• Knowledge of Cross Sales 
• Computer skills