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.
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