Social Media Moderator

United Arab Emirates, United Arab Emirates

Job Description

:Role: Social Media ModeratorLocation: Ras Al KhaimahROLE PURPOSE:Handle customer\'s feedback received from Social Media pages in timely and controlled communication that results into a balanced, appropriate approach and enhanced customer experience.RESPONSIBILITIES:
  • Respond to customer\'s queries/ feedback received through Social Media pages in accordance to set and process and guidelines.
  • Provide customers with appropriate response basis their queries.
  • Deliver FCR as in when applicable.
  • Escalation of complaints when identified to ensure timely resolution.
  • 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.
  • Strict adherence to bank\'s code of conduct and HR polices.
Quality:
  • Deliver high quality response/ resolution to customer\'s feedback.
  • Participate in discussions and knowledge sharing to help in enhancing the knowledge and experience of the team.
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 feedback within defined guidelines and KPI\'s basis on the assigned daily targets.
  • Effective management of Customer Feedback on Social media pages.
  • Ensure Achieving the department Goals.
  • Minimal number of feedbacks converted to complaints due to poor quality
  • 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
    JD1696962
  • 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