Client Services Analyst

ADIB - Abu Dhabi Islamic Bank

Ras Al Khaimah, UAE

Posted
Ref: PP000-20017

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Job description / Role

Job Type
Full Time

Job Location
Ras Al Khaimah, UAE

Nationality
Any Nationality

Salary
Not Specified

Gender
Not Specified

Arabic Fluency
Not Specified

Job Function
Customer Service

Company Industry
Banking - Corporate

Role purpose:

Handle customer feedback and complaints received via voice channel - call centre (inbound complaint campaign) through timely and controlled communication that results in a balanced, appropriate approach and enhanced customer experience.

Responsibilities:

Handle customer's feedback and complaints received via voice channel - call centre (inbound complaint campaign) in accordance with set processes and guidelines.

Carry out outbound calls related to follow-up on client's complaints received via voice channel - call centre (inbound complaint campaign).

Provide customers with appropriate responses based on their queries.

Ensure delivery of first call resolution (FCR) as a key KPI when applicable.

Timely escalation of complex complaints to the Complaints Resolution Unit to ensure effective resolution.

Maintain a courteous, respectful, helpful, and professional attitude with all customers during conversations in accordance with the bank's service guidelines and standards.

Highlight and escalate potential risks immediately via the proper channels.

Participate in providing key input to management derived from customer's feedback to improve customer experience and ultimately customer satisfaction.

HR & People team management:

Adhere to shift schedule and attendance.

Avoid unplanned leaves or absences as they have a direct impact on the process.

Required to work on shifts.

Required to do overtime when necessary.

Strict adherence to bank's code of conduct and HR policies.

Quality:

Deliver high quality responses and resolutions to customer's feedback and complaints.

Participate in discussions and knowledge sharing within the team to help enhance experience and skills.

Department goals:

Work towards ensuring that service standards and KPIs are met or exceeded, ultimately resulting in improved customer experience.

Results required:

Address customer's enquiries and complaints within defined guidelines.

Deliver and exceed the set KPIs in line with the department goals.

Reduce feedback that escalates into complaints by improving quality.

Ensure customer satisfaction and elimination of repeated complaints.

Specialist skills / technical knowledge required for this role:

Customer-focused relationship management within the bank's rules, regulations, and interests.

Experience in problem solving and managing customer feedback, with a background in contact centre, customer service, or complaints environment.

High level of interpersonal and communication skills with good language command.

Thorough and detailed understanding of the bank's systems, policies, products, and procedures.

High level of analytical skills to enable problem solving and addressing customer queries.

Previous experience required (if any):

0 to 2 years of experience working in customer experience or service.

Knowledge of banking laws, policies, procedures, and practices.

Banking experience in service delivery and customer experience.

Excellent track record of achievement.

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