Client Services Analyst

ADIB - Abu Dhabi Islamic Bank
Ras Al Khaimah, Ras al-Khaimah, United Arab Emirates
Salary not specified
Posted
Full-time
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Job Description

Role: Client Service Analyst Location: Ras Al Khaimah ROLE PURPOSE: - Handle customer feedback and complaints received via voice channel – Call Centre (Inbound complaint campaign) through timely and controlled communication that results into a balanced, appropriate approach and enhanced customer experience. - This position is for UAE Nationals only. RESPONSIBILITIES: - Handling customer’s feedback and complaints received via voice channel – Call Centre (Inbound complaint campaign) in accordance to set and process and guidelines. - Carry out outbound calls related to a follow up on client’s complaint which were received via voice channel – Call Centre (Inbound complaint campaign). - Provide customers with appropriate response basis their queries. - Ensuring delivery of (First Call Resolution - FCR) as a key KPI as in when applicable. - Timely Escalation of complex complaints to the Complaints Resolution Unit to ensure effective resolution. - Maintains a courteous, respectful, helpful, and professional attitude with all customers always during the conversation in accordance with bank’s service guidelines and standards. - Highlight and escalate potential risk immediately, via the proper channels - To participate in providing key input to ADIB management derived from customer’s feedback to improve customer’s experience and ultimately customers’ satisfaction. HR & People Team Management: - Adherence to shift schedule & attendance. - Avoid unplanned leaves/ absences since has a direct impact on process. - Required to work on shifts. - Required to do overtime when necessary. - Strict adherence to bank’s code of conduct and HR polices. Quality: - Deliver high-quality response/ resolution on customer’s feedback and complaints. - Participate in discussions and knowledge sharing within the team to help in enhancing the experience & skills. Department Goals: - Work towards ensuring that service standards and KPIs are met/ exceeded that ultimately result in improved customer’s experience. RESULTS REQUIRED: - Addressing customer’s enquiries & complaints within defined guidelines. - Delivering & exceeding the set KPI’s inline the Department Goals. - Eliminate feedback being converted to complaints due to poor quality - Ensure Customer’s Satisfaction and elimination of repeated complaints.                  Specialist Skills / Technical Knowledge Required for this role: - Customer focused managing relation within the bank’s rules, regulations, and interest. - Experienced in problem solving and managing customer feedback, with background Contact Center. Customer Service, or complaints environment. - High level of inter-personal and communications skills with good language command. - Thorough and detailed understanding of the banks systems, policies, products, and procedures. - High level of analytical skills to enable problem solving and addressing customers queries. Previous experience required (if any) - 0 to 2 years of experience working in Customer Experience/ Service. - Knowledge of banking laws, policies, procedures, and practices. - Banking experience in service delivery and customer experience. - Excellent track record of achievement This position is for UAE Nationals only.

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Financial Services
Abu Dhabi, United Arab Emirates
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