Job Description

Role: Client Service Specialist

Location: Ras Al Khaimah

ROLE 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:

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:

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)

This position is for UAE Nationals only.

Client Service Specialist