JOB DESCRIPTION / ROLE
Job Type:
Full Time
Job Location:
Abu Dhabi, UAE
Nationality:
Any Nationality
Salary:
Not Specified
Gender:
Not Specified
Arabic Fluency:
Not Specified
Job Function:
Customer Service
Company Industry:
Banking - Corporate
Role Purpose
Perform quality evaluation for complaints resolution for ADIB business groups and ADIB subsidiaries.
Key Accountabilities of the Role
Responsibilities:
- Conduct quality evaluation for complaints resolution for ADIB business groups and ADIB subsidiaries.
- Share call quality check results with the team and provide the required coaching wherever needed for officers.
- Review duplicate complaints data and do monthly reporting to line manager / HOD.
- Conduct checks on invalid complaints to validate the tagging done by officers.
- Update and manage daily follow-up sheet and provide daily updates to officers for customer communication on their requests.
- Support team leaders in enhancing the call quality process/standards.
Specialist Skills / Technical Knowledge Required for This Role
- Customer focused and managing relations within the bank's rules, regulations, and interests.
- Experience in contact center, customer service, or complaints environment.
- Excellent interpersonal and communication skills with good language command.
- Thorough and detailed understanding of ADIB's systems, policies, products, and procedures.
- Excellent analytical skills to enable resolution of complex issues and address them through root cause analysis.
Previous Experience Required (If Any)
- Experience working in contact center, customer service, and problem-solving roles.
- Knowledge of banking laws, policies, procedures, and practices.
- Banking experience in service delivery and customer experience.
- Bachelor's degree holder in banking, finance, or related field.
Note: This position is for UAE nationals only.
