:Role: Client Service SpecialistLocation: Ras Al KhaimahROLE 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 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 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.

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)

• 2+ years\' 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

ADIB