Senior Officer

JOB PURPOSE:
To serve customers by providing product, service information, resolving product and service issues, complaints/grievances by maintaining immaculate quality standards. To ensure financial and reputational integrity of the organization and providing end to end solutions for better customer service experience. Possessing a strong team spirit, motivation and friendly environment with all customer and Colleagues.

Job Context:

• Handle customer service issues, complaints/grievances with respect to product, service, and billing of FAB
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Ensure adherence of policies and procedures
• Maintains customer records by updating customer history through service requests/complaints and Notes. To achieve set targets in terms of service standards and customer satisfaction scores for customer inbound calls received and ensure quality of outbound calls.
• Contribute to the business by capturing feedback new prospects for all types of FAB products.
• Ensure the business meets its obligations on the prevention of money laundering under the Bank’s Policies and Standards and under local laws and regulations.
• Recommends potential products or services to management by collecting customer information and analysing customer needs.
• Contributes to team effort by accomplishing related results as needed.
• Demonstrate flexibility in adhering to planned/scheduled shifts and on call/ unplanned shifts due to the business requirement for achieving all defined SLA.
• Ensure self-punctuality and discipline to the centre.

Requirements

Minimum Qualifications:
• Completed High School or Diploma or Graduates in any discipline

Knowledge, Skills, and Attributes:
• Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking.
• Excellent communication skill in English &/or Arabic.