Social Media Moderator - ADIB - Abu Dhabi Islamic Bank
صاحب العمل نشط
حالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكتروني
شارك هذه الوظيفة
حالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكتروني
لم يكشف
لم يتم الكشف عن الراتب
1 وظيفة شاغرة
الوصف الوظيفي
Role: Social Media Moderator
Location: Ras Al Khaimah
ROLE 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 igned 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 Ss / 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 interpersonal and communications ss with good language command.
- Thorough and detailed understanding of the banks systems policies products and procedures.
- High level of ytical ss 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
- Someone who is available to work in shift hours and weekends.
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نوع التوظيف
عن بُعد
