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Customer Service Representative
1 week ago
To deliver exceptional financial services to National Bank of Fujairah customers, exceeding their expectations through timely, competent, and problem-free service delivery.
The ideal candidate will take ownership of customer complaints until final resolution and improve service levels at the branches.
As a team player, they will contribute to the achievement of branch goals based on Key Performance Indicators and support new staff in easing their assimilation into the NBF family.
A key responsibility is providing constructive feedback on product, service, and process improvements that enhance customer satisfaction or reduce cycle time/costs.
Key Accountabilities- Ensure all processing/service functions are completed within specified timelines and accurately, adhering to internal and external guidelines, policies, procedures, and rules.
- Provide on-the-job training to staff, supported by robust training plans for new hires with monthly progress reports.
- Monitor individual and team performance, attendance, and conduct, offering appropriate feedback before escalating to line management if necessary.
- Prepare and comment on reports/statistics requested by line management, including error reports, and provide relevant statistical information.
- Adhere to Branch processes and report deviations to MCR/SOCR, contributing to an acceptable Branch Audit rating.
- Undertake other duties at a similar level when required and support line management in arranging provision of support to other areas within the department.
- Participate in regular department meetings, recommending suggestions for operational efficiency, service quality, resource management, and issue resolution.
- Sell and cross-sell retail products, maintaining and developing the cross-sell ratio.
Deliver exceptional service to NBF customers while achieving assigned targets set by the branch manager, taking ownership of customer complaints until final resolution.
Maintain a team-oriented approach in the branch team, cooperating towards achieving sales and service goals.
