Client Service Specialist

United Arab Emirates, United Arab Emirates

Job Description

: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

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Job Detail

  • Job Id
    JD1696157
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    United Arab Emirates, United Arab Emirates
  • Education
    Not mentioned