Senior Officer- Contact Centre Technology

Job Overview

First Abu Dhabi Bank (FAB) is seeking a Senior Officer- Contact Centre Technology to assist in managing the day-to-day operations of all direct banking channels activities and assist in the design of new processes and features within the channels.

Company Overview

First Abu Dhabi Bank (FAB) is the #1 bank in the UAE and one of the most prestigious in the region. They are looking for driven and skilled professionals ready to take on new challenges to make a lasting impact on both the company and the industry.

Quick Details

Salary Range: Market Competitive
Job Type: Full-time
Qualifications: Bachelor’s Degree
Experience: 2 years’ experience

Key Responsibilities

Draft business requirements and change requests.
Design new processes and features within the channels.
Track daily transactions performed over the channels and monitor fulfillment.
Resolve customer complaints within the specified TAT.
Action non-fulfilled requirements or monitor for fulfillment as agreed with SLA and agreed service standards.
Enhance Customer Relationship Management (CRM) solution for the Bank Call Centre.

Requirements

Minimum Bachelor’s degree, commercial and technical qualifications, and experience required for performing the full duties of the job.
Graduate with 2 years’ experience within the customer service industry.
General Banking experience with sound operational understanding is mandatory.
Understanding of Contact Centre technology, such as IVR and web, and workflow management software.
Strong analytical skills, and business logic.