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Social Media Moderator

2.00 to 4.00 Years   United Arab Emirates   17 Aug, 2024
Jobs via eFinancialCareers
Job LocationUnited Arab Emirates
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther
Functional AreaNot Mentioned

Job Description

Role: Social Media ModeratorLocation: Ras Al KhaimahROLE PURPOSE:Handle customers 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 customers 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 customers feedback to improve customers 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 banks code of conduct and HR polices.
Quality:
  • Deliver high quality response/ resolution to customers 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 customers experience.
RESULTS REQUIRED:
  • Addressing customers feedback within defined guidelines and KPIs 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
  • Customers Satisfaction and elimination of repeated complaints.
Specialist Skills / Technical Knowledge Required for this role:
  • Customer focused managing relation within the banks 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

Keyskills :
Problem Solving Analytical Skills Customer Service Contact Center customer feedback

About Company

Jobs via eFinancialCareers

Job Source: click.appcast.io

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