Social Media Moderator - ADIB - Abu Dhabi Islamic Bank
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1 Vacancy
Job Description
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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Employment Type
Remote
