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Job Description

The Customer Service Specialist’s primary responsibility is to provide an outstanding customer experience by taking full ownership of resolution for all customer needs.  They will interact with customers across a variety of channels (primarily digital, but also in the community center) and take end-to-end ownership for resolving the customer’s query / issue and communication around this.


  • Drive customer satisfaction through exceptional service. Deliver resolution to requests and issues through a variety of channels, by actively listening to understand the customer’s needs.
  • Take full ownership of providing resolution to customers
  • De-escalate situations involving dissatisfied customers, offering assistance and support with service recovery to clients if needed.
  • Identifying business opportunities and presenting relevant products or services to customers.
  • Develop a strong, value-added relationship with current and prospective customers by engaging in conversations that uncover their current and future financial needs.
  • Increase customer satisfaction scores by consistently providing top-notch service that anticipates and resolves needs seamlessly.
  • Achieve customer loyalty as a key driver of sustainable growth, through client retention policy and tools.
  • Striving for continuous learning and development to enhance skills and knowledge and attend assigned trainings.
  • Participating in regular performance reviews and actively seeking feedback for improvement.
  • Understanding clients’ financial needs and address at the same time, educating customers about our products and services offered and to cross sell bank products to the customers if required.
  • Supporting the bank’s growth and scaling by participating in customer journey and process development, product and feature launches and systems enhancements
  • Handling customers from all segments (including VVIP) for support on all products and offerings
  • Maintains customer confidence and protects bank operations by keeping clients’ and banks’ information confidential.

Support a secure and ethical culture at Ruya, actively participate in all dual-control functions and uphold the code of conduct, ensuring transparency and risk mitigation.

Skills

  • Demonstrating complete focus and understanding of the customer's concerns, always putting customer first and actively resolving stated and unstated customer needs.
  • Possesses effective upselling skills and the ability to generate value from new products.
  • Adapting to new procedures, technologies, and situations with ease and flexibility.
  • Demonstrates self-motivation and personal drive, multitasking abilities.
  • Willing to adapt quickly and accept dynamic changes and updates to BAU
  • Strong understanding of Financial Banking Products/ Services.
  • Familiar with all Digital Platforms interactions ie. Calls, chats, video calls, emails etc.
  • Proficient in basic computer systems for accurate and efficient data handling
  • Proficient in Microsoft suite (Word, Excel and PowerPoint)
  • Bilingual in English at 1 other language at least (e.g Arabic/Hindi/Urdu)
  • Possesses excellent oral and written communication skills, sales and customer service skills.
  • Demonstrates meticulous attention to detail and troubleshooting abilities.
  • Exhibits strong interpersonal skills and exceptional organizational skills.
  • Demonstrates effective problem-solving abilities and ownership capabilities
  • Min 1 year experience in financial Banking Industry.
  • Call Centre/ Customer Service/ Branch Service / banking experience is a must
  • Understanding of local/International and UAE Central Bank rules and regulatory requirements.
  • Islamic banking experience preferred


Job Details

Job Location
Dubai United Arab Emirates
Company Industry
Islamic Banking
Company Type
Employer (Private Sector)
Job Role
Customer Service and Call Center
Employment Type
Full Time Employee
Monthly Salary Range
Unspecified
Number of Vacancies
1
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DAS Holding is an Abu Dhabi-based international investment holding company. As one of the largest and most dynamic investment holding companies in the UAE, DAS Holding is recognized as an innovative business incubator and has earned an unsurpassed reputation courtesy of its uncompromising quality and innate professionalism. The Group’s business policy is based on a tactical and proven combination of investment planning, opportunity assessment, project initiation, execution and management, introduction of innovative management techniques and the creation of successful partnerships with multinational corporations. DAS Holding serves as a conglomerate of subsidiaries, spanning diverse industries with equally wide-ranging products and services, each supported by a global network of partners and associates. Our subsidiaries are all recognized as pioneers within their respective industries, ensuring that DAS Holding now represents the ideal business partner for multinational corporations, governments and entrepreneurs who seek to develop and nurture a new company.

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