Call Center Agent

First Abu Dhabi Bank

Job Description

Tohandle all inbound calls and emails via the website related to FAB Properties and Mismak.
Generic Accountability
Policies, Processes & Procedures

  • Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.
  • Demonstrate compliance to organization’s values and ethics at all times to support the establishment of a value drive culture within the bank.

Job Specific Accountabilities

  • Handle all inbound customer calls respond to FCR enquiries and capture/pass messages as directed (Arabic/English).
  • Log all incoming rental enquiries, service requests, complaints and other feedback into the CMS system and provide unique reference number together with a target resolution time to caller.
  • Monitor and track all case files from CMS until completion notify customer of any delays and expedite where necessary to maintain customer service standards (KPIs).
  • Identify the root cause of any complaint and record in CMS to facilitate accurate reporting.


Minimum Qualification

  • Bachelor’s degree in the Arts (BA) or Sciences (BS) or a related discipline.

Minimum Experience

  • Three years relevant experience in a Call Centre environment preferably in the property or construction sector, with a minimum of two years as an Agent or Customer Service Representative.
  • Please specify the Qualification required for the related Job
  • Please specify the experience required for the related Job

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