Customer Service Representative - Call Centre - First Abu Dhabi Bank - Abu Dhabi, UAE

Position Overview

This Customer Service Representative role supports First Abu Dhabi Bank's contact centre by delivering high-quality service, resolving customer issues, handling inbound and outbound calls, and promoting FAB products. The position is customer-focused, operationally disciplined, and key to maintaining the bank's service reputation while adhering to policy and regulatory standards.

Job Details

Country: UAE
City: Abu Dhabi
Industry: Banking
Function: Customer Support-Client Care
Salary: monthly (Market estimated)
Gender: Any
Candidate Nationality: Any
Job Type: Full-time

Key Responsibilities

  • Answer inbound calls and provide accurate service and product information in line with FAB quality standards.
  • Resolve customer complaints within defined authority limits and escalating when necessary.
  • Identify customer needs and recommend appropriate FAB products or services.
  • Meet service standards including call quality targets, customer satisfaction scores, and adherence to SLAs.
  • Generate leads and upsell FAB products during interactions with customers.
  • Update customer records through service requests, complaint notes, and call documentation.
  • Maintain full confidentiality of customer information and ensure compliance with bank policies.
  • Support special assignments given by supervisors and managers.
  • Demonstrate flexibility with shift schedules, including planned and unplanned changes, to maintain service levels.
  • Uphold punctuality, professionalism, and adherence to operational guidelines.
  • Operate within the Group's policies and governance frameworks.
  • Take decisions within approved authorization limits.

Ideal Profile

  • High school graduate; additional education is an advantage.
  • Zero to two years of experience in the banking sector or in customer service roles.
  • Strong communication skills in English and Arabic.
  • Good understanding of banking products, customer service principles, and call handling techniques.
  • Ability to solve problems, manage customer dissatisfaction, and maintain quality standards.
  • Comfortable working in fast-paced, shift-based call centre environments.
  • Strong listening, documentation, and phone interaction skills.

Skills Set

  • Customer service delivery
  • Call handling (inbound/outbound)
  • Complaint resolution
  • Lead generation and upselling
  • Documentation and CRM updates
  • Problem solving and communication
  • Compliance and confidentiality
  • Shift flexibility and teamwork

Why Join Us

  • Be at the frontline of shaping customer experience for the UAE's largest bank.
  • Opportunities to learn, grow, and progress into advanced service or sales roles.
  • Dynamic work environment with extensive training and professional development.

#J-18808-Ljbffr
Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...