Client Services Analyst - United Arab Emirates - ADIB Group

    ADIB Group
    ADIB Group United Arab Emirates

    5 days ago

    Description
    Description

    Role: Client Service Analyst

    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 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 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:

    • 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.
    • 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)

    • 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.

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