Officer, Customer Service - Dubai
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
Delivers exceptional customer service by providing accurate, timely, and compliant sales and service support to customers.
Key Skills for This Role
Full Job Posting
Overview
Delivers exceptional customer service by providing accurate, timely, and compliant sales and service support to customers.
Responsible for processing account opening, product onboarding, service requests, and after-sales transactions while meeting service KPIs — including NPS, complaint resolution timelines, service request turnaround, and mystery shopping scores — and ensuring full adherence to FAB policies and regulatory requirements.
Acts as the primary point of customer interaction in the branch, promoting FAB products and services, supporting sales growth, and enhancing customer satisfaction.
Sales & Business Development
- Actively promote and cross-sell FAB asset and liability products to new and existing customers.
- Identify customer needs and recommend suitable FAB products and services.
- Generate product leads from walk-in customers, referrals, and personal outreach.
- Assist in meeting branch and individual sales targets.
Service Excellence & Kpi Delivery
- Achieve personal and branch service KPIs, including:
- Net Promoter Score (NPS) through positive and professional customer engagement.
- Complaint resolution timelines for customer service issues within SLA.
- Service Request (SR) turnaround times in line with agreed standards.
- Mystery Shopping scores through consistent delivery of FAB service standards.
- Handle customer queries, requests, and complaints professionally, escalating where necessary.
- Educate customers on FAB’s digital channels and self-service options.
Product Onboarding & Transactions
- Prepare, process, and review account opening forms, loan and credit card applications, and related documentation for completeness and accuracy.
- Ensure product onboarding is completed without errors and in compliance with FAB policies and regulatory guidelines.
- Process customer service requests efficiently, ensuring accuracy and SLA adherence.
Customer Relationship Management
- Maintain proactive communication with customers to build loyalty and strengthen relationships.
- Provide product information, clarify terms and conditions, and ensure customers are fully informed before signing agreements.
- Encourage customers to upgrade to higher-tier products and services where relevant.
Operational Discipline & Compliance
- Ensure all customer transactions and documentation comply with FAB policies, operational risk controls, and regulatory requirements.
- Adhere to information security policies, including secure handling of documents and maintaining a clear desk.
- Participate in mandatory compliance and operational training.
- Treat compliance as a mandatory requirement, not a KPI.
- Minimum Qualification
- High school diploma or higher education in business, finance, or related discipline.
- Minimum Experience
- Minimum 2 years’ experience in banking, preferably in customer service or sales roles.
- Knowledge of banking products, services, and regulatory requirements
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at First Abu Dhabi Bank (FAB)
Specialist, Transfer Agency Services - SSO Operation
Abu Dhabi, UAE
Job Purpose Succession the Transfer Agency Services Manager/AVP in handling and processing the operations & automations. Communicating with many entities (Clients/Counterparties/Fund administration) both local and glob
Principal Lead, eTrading Products
Abu Dhabi, UAE
Department Unit: IB & Markets Technology Reports to: Head of Global Markets Technology Tasks Strategic Leadership: Define and execute the global eTrading strategy in alignment with business objectives. Drive innovatio
ED, Market Insights & Strategy
Abu Dhabi, UAE
Job Summary To be a key, research producing member of the Market Insights & Strategy team within the Global Markets division of FAB. Successful candidate will work as an integral part of the team in providing internal s
AVP & Lead, Credit Control
Abu Dhabi, UAE
Key responsibilities are as under: - Direct supervision and engagement on timely fulfilment of day-to-day tasks, business requirements and regular housekeeping activities in accordance with the regulatory and performanc
Senior Officer, Credit Control (Emiratised Role)
Abu Dhabi, UAE
The role is responsible for Processing / Encoding of credit limits relating to credit facilities and ensure accurate detailing before inputting the same into the Bank’s system. Further, he/she is responsible to comply wi
VP, ICAAP Reporting
Abu Dhabi, UAE
Job Purpose Candidate to play a key role in the risk management function and overall capital management process at FAB by leading the ICAAP, Internal & Regulatory Stress Testing exercises, Recovery and Resolution plan fr
Manager, CBG CCS ( Alain )
Abu Dhabi, UAE
Specific Accountability The key objective of the Manager would be to act as a liaison between clients and other internal departments of the bank. And Manager would endeavour to enhance the client experience by servicing
Principal Lead, Engagement Platforms - Emiratised Role
Abu Dhabi, UAE
Role Specific Responsibilities Lead the strategy, design, and delivery of all engagement platforms including CRM, contact center systems (voice/chat/video), public websites, and ATM/CDM networks. Ensure seamless integr
Specialist, Transfer Agency Services - SSO Operation
Abu Dhabi, UAE
Principal Lead, eTrading Products
Abu Dhabi, UAE
ED, Market Insights & Strategy
Abu Dhabi, UAE
AVP & Lead, Credit Control
Abu Dhabi, UAE
Senior Officer, Credit Control (Emiratised Role)
Abu Dhabi, UAE
VP, ICAAP Reporting
Abu Dhabi, UAE
Manager, CBG CCS ( Alain )
Abu Dhabi, UAE
Principal Lead, Engagement Platforms - Emiratised Role
Abu Dhabi, UAE