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Client Services Specialist

Client Services Specialist

ADIB - Abu Dhabi Islamic BankRas Al-Khaimah, United Arab Emirates
12 منذ أيام
الوصف الوظيفي

Client Services Specialist Job Description

Role : Client Service Specialist

Location : Ras Al Khaimah

ROLE PURPOSE :

  • Handle customer feedback andplaints received via voice channel - Call Centre (Inboundplaint campaign) through timely and controlledmunication that results into a balanced, appropriate approach and enhanced customer experience.

RESPONSIBILITIES :

  • Handling customer's feedback andplaints received via voice channel - Call Centre (Inboundplaint campaign) in accordance to set and process and guidelines.
  • Carry out outbound calls related to a follow up on client'splaint which were received via voice channel - Call Centre (Inboundplaint 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 ofplexplaints to theplaints 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.

    • 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 andplaints.
  • 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 &plaints within defined guidelines.
  • Delivering & exceeding the set KPI's inline the Department Goals.
  • Eliminate feedback being converted toplaints due to poor quality
  • Ensure Customer's Satisfaction and elimination of repeatedplaints.

    • 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, orplaints environment.
  • High level of inter-personal andmunications skills with good languagemand.
  • 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)

  • 0 to 2 years of 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

    • This position is for UAE Nationals only. Job ID 300002456012993

    إنشاء تنبيه وظيفي لهذا البحث

    Service Specialist • Ras Al-Khaimah, United Arab Emirates