The Client Service Analyst will handle customer feedback and complaints received via voice channel (Call Centre - Inbound complaint campaign) through timely and controlled communication, resulting in a balanced and appropriate approach that enhances the customer experience.
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Responsibilities
- Handle customer feedback and complaints received via the voice channel in accordance with set processes and guidelines.
- Carry out outbound calls related to follow-up on client complaints received via the voice channel.
- Provide customers with appropriate responses based on their queries.
- Ensure delivery of First Call Resolution (FCR) as a key KPI when applicable.
- Timely escalation of complex complaints to the Complaints Resolution Unit to ensure effective resolution.
- Maintain a courteous, respectful, helpful, and professional attitude with all customers at all times in accordance with the bank’s service guidelines and standards.
- Highlight and escalate potential risks immediately via the proper channels.
- Participate in providing key input to ADIB management derived from customer feedback to improve customer experience and satisfaction.
HR & People Team Management
- Adhere to shift schedules and attendance.
- Avoid unplanned leaves/absences, as these directly impact processes.
- Required to work on shifts and perform overtime when necessary.
- Strict adherence to the bank’s code of conduct and HR policies.
Quality Goals
- Deliver high-quality responses/resolutions to customer feedback and complaints.
- Participate in discussions and knowledge sharing within the team to enhance experience and skills.
Results Required
- Address customer enquiries and complaints within defined guidelines.
- Meet or exceed set KPIs aligned with Department Goals.
- Eliminate feedback being converted to complaints due to poor quality.
- Ensure customer satisfaction and the elimination of repeated complaints.
Specialist Skills / Technical Knowledge Required
- Customer-focused management within the bank’s rules, regulations, and interests.
- Experienced in problem-solving and managing customer feedback, preferably in a contact center or complaints environment.
- High level of interpersonal and communication skills with good language command.
- Thorough understanding of the bank’s systems, policies, products, and procedures.
- High level of analytical skills to enable problem-solving and addressing customer queries.
Previous Experience Required
- 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 with an excellent track record of achievement.
Note
This position is for UAE Nationals only.
