Customer Service Representative - Call Centre - First Bank 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.

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

• 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.

• 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.

• 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

• 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.