Role       : CHAT AND ONLINE BANKING SUPPORT
Location : Abu Dhabi - Bani Yas  ( UAE National Only )                   
Role Purpose:
 

The role of the Chat And Online Banking Support Agent is to primarily respond to customers who had contacted ADIB for various reasons through e-mail, chat or any other non-voice channels.
    
Key Accountabilities of the role      
Operational:
▪ Respond to customers queries received through e-mails, Chat and other non-phone channels.
▪ Ensure that all enquiries handled are tracked accurately.
▪ Ensure appropriate response via appropriate channels.
▪ Aim for (FCR) to efficiently address customer issues at the initial contact whenever feasible.
▪ Escalation the various parties when required.
▪ When required, due to operational needs, to extend working hours.
▪ Consistently achieve or exceed monthly (KPIs) outlined in the Scorecard metrics.
Human Resource/People :
▪ Ensure strict compliance with call center-assigned shift rotations to align with business requirements and operational demands.
▪ Consistently meet attendance requirements to ensure reliability and team support.
▪ Ensure that his/her Team Leader is informed of any absence promptly before shift start time.
▪ Adhere to processes relating to application of leave (planned and unplanned)
▪ Comply with the scheduled break times and duration to ensure compliance with work regulations and personal well-being

Quality of Work:
▪ Reference to Knolwedge Base (Homepage) for information to ensure accuracy of information provided
▪ Accurately and timely update data on the various spreadsheets and systems
▪ Accurately escalate to the various departments, by case type to ensure no delay in processing/investigation.
▪ Handle all customers’ interactions in compliance with the guidelines set by the Quality Team
▪ Consistently utilize appropriate, courteous and professional language in all written communications across non-voice channels to maintain the highest standard of customer service.
▪ To highlight suspected risk issues via the proper channels.
Continuous Improvement:
▪ Continuously find ways of improving processes that will improve efficiency, reduce rework and improve customer experience.
Compliance of policies & procedures:
▪ Adherence to Operational Risk policies and procedures relating to handling of customers
▪ Adherence to IT Security policies.
▪ Maintaining customer confidentiality, in line with signed customer confidentiality agreement upon joining the bank
▪ Compliance to process and procedures relating to employment in the organization.
Any other ad-hoc projects/task assigned by Service Manager.

Any other ad-hoc projects/task assigned by Service Manager.
RESULTS EXPECTED:
▪ High quality of service delivery
▪ Effective and accurate responses to customer queries
▪ Accurate data update – will assist in Management analysis of drivers
Any other ad-hoc projects/task assigned by the Contact Center Management.
 

Specialist Skills / Technical Knowledge Required for this role:
 

1. Fluency in both Arabic and English, with the ability to seamlessly switch between languages as needed
2. Strong communication skills
3. Ability to type quickly and accurately (above average) to manage multiple chat interactions efficiently, clearly and error-free
4. Excellent writing skills – both in Arabic and English (Demonstrate superior writing proficiency, ensuring clarity, grammatical accuracy, and appropriate tone)
5. Multitasking Abilities (Capable of managing multiple chat conversations simultaneously without compromising service quality)
6. Ability to interact with customers of all levels
7. Ability to perform basic mathematical computation accurately and efficiently
8. Good working knowledge of Microsoft Words & Excel
9. Capable of maintaining high performance and accuracy under pressure in a fast-paced work setting.
10. Must be able to work in a team based environment