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Client Services Specialist

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1 وظيفة شاغرة
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الوصف الوظيفي

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 customers 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 clients 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 banks 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 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.
  • Required to work on shifts.
  • Required to do overtime when necessary.
  • Strict adherence to banks code of conduct and HR polices.

Quality:

  • Deliver high quality response/ resolution on customers 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 customers experience.

RESULTS REQUIRED:

  • Addressing customers enquiries & complaints within defined guidelines.
  • Delivering & exceeding the set KPIs inline the Department Goals.
  • Eliminate feedback being converted to complaints due to poor quality
  • Ensure 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)

  • 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.





Required Experience:

Unclear Seniority

نوع التوظيف

دوام كامل

نبذة عن الشركة

الإبلاغ عن هذه الوظيفة
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