Senior Customer Service Officer

at  ADIB Abu Dhabi Islamic Bank

PREVIOUS EXPERIENCE REQUIRED (IF ANY):

• Previous banking experience in similar role
• Knowledge of regulated financial services and banking industries
• Detailed understanding of asset product
• In depth understanding of the internal process, procedures and internal systems

ROLE PURPOSE:

• Deliver excellent customer service in accordance with agreed standards.

KEY ACCOUNTABILITIES OF THE ROLE:

• Responsible to close customer complaints and ensure that customer is satisfied with the service provided
• Ensure TAT is adhered to and where possible exceed customer expectations
• Ensure customer is constantly informed on status of his/her query.
• Co-ordinate and liaise with other departments in a professional manner
• Deliver right levels of service skills support & coach other colleagues
• Participate in regular review and development meeting with key stakeholders
• Ensure compliance with bank policies
• Positive customer feedback
• Ensure customer queries are resolved with agreed TAT
• Deliver professionalism when dealing with customers and other departments

SPECIALIST SKILLS / TECHNICAL KNOWLEDGE REQUIRED FOR THIS ROLE:

• Customer service skills to resolve customer complaints
• Display flexibility in dealing with clients and other team members
• Good problem-solving skills
• Excellent communication skills
• Excellent decision-making skills
• 2 years’ experience