About this role
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.