Ref: LP452-567

Job description / Role

Employment: Full Time

Job Purpose
To work as part of a team handling customer feedback for all business groups in ADCP through the Customer Communication Channel for complaints/suggestions and commendations; to ensure the defined service levels are maintained in terms of acknowledgement, escalation procedure, resolution times and customer satisfaction levels.

Main Tasks and Responsibilities

Complaint Handling
• Receive feedback from 40,000+ ADCP external customers.
• Acknowledge receipt of customer complaints providing customers with a reference number and timeframe for resolution (medium: SMS/Telephony/Email/fax/written/verbal) within the specified period
• Investigate and resolve all minor/routine/complex/ customer complaints in Arabic or English.
• Occasionally handle and resolve complaints from GM and CEO office.
• Work closely with branch personnel and FM departments to manage the resolution of customer complaints within the specified TAT and to obtain service recovery
• Liaise with the respective Relationship Manager for all landlords complaints to ensure the appropriate corrective/preventative action is implemented and the RM obtains service recovery
• Ensure that complaints received are handled in a professional and diplomatic manner by ADCP employees and fully documented as per the procedure.
• Review all allocated cases and update on a daily basis to ensure effective tracking of complaints until resolution and ensure regular status reports are given to the customer and recorded on the system.
• Identifying and recommending corrective action.

Service Delivery
• Monitoring and tracking customer satisfaction and dissatisfaction for external customers.
• Implementing immediate/corrective action (minor) to resolve issues to customer's satisfaction.
• Maintaining service recovery and thus customer loyalty for external customers.

Risk & Control
• Ensure the data input and the integrity of the the system is fully maintained to ISO 9001:2000 standards and ISO 10002 guidelines
• Undergo regular product training to ensure product knowledge is fully updated for consumer /business banking products/services.
• Maintain quality of Documentation and Data integrity.
• Ensure satisfactory and accurate investigation is maintained by having minimum number of reopened cases.
• Ensure all account reversals are as per account policy and authorization matrix.
• Ensure all credit card reversals are as per card policy and authorization matrix.

Occasional Duties
• Undertake Internal Quality Audits on various departments and branches as specified by the Management Representative if part of the Quality Team – Quarterly.
• Undertake special projects and assignments as directed by Customer Care Team Manager / Assistant Manager.
• Undergo regular product Training to ensure product knowledge is fully adapted.

Requirements

• Graduate or equivalent in Banking, Economics or customer service related subject

Professional Qualification
• IRQA Quality Auditor advantageous
• Knowledge of Business Excellence Model advantageous
• Customer Service Courses/Diplomas advantageous

Experience
• Min of 2 years’ experience of customer service, Contact Centre or Service Quality of international or large financial institution.

About the Company

ADCB is a full-service commercial bank offering a wide range of products and services such as retail banking, wealth management, private banking, corporate banking, commercial banking, cash management, investment banking, corporate finance, foreign exchange, interest rate and currency derivatives, Islamic products, project finance, and property management services.

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Customer Service Officer salaries in UAE

Average monthly compensation
AED 5,500

Breakdown available for industries, cities and years of experience