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Client Service Specialist

1.00 to 10.00 Years   United Arab Emirates   07 Apr, 2022
Abu Dhabi Islamic Bank
1 Jobs Openings
Job LocationUnited Arab Emirates
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther Business Support Services
Functional AreaNot Mentioned

Job Description

Role: Client Service SpecialistLocation: Client Services UnitROLE 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 REQUIERD:
  • 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.

Keyskills :

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