Description

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

• Respond to customer 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.
• Escalate to the various parties when required.
• When required due to operational needs extend working hours.
• Consistently achieve or exceed monthly (KPIs) outlined in the Scorecard metrics.
• Ensure strict compliance with call centre‑assigne...