Client Service Specialist

at  ADIB Abu Dhabi Islamic Bank

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

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.

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
• 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 to 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.

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.