Client Services Analyst

ADIB - Abu Dhabi Islamic Bank

Role: Client Service AnalystLocation: Ras Al KhaimahROLE 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. 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.