Client Service Specialist Abu Dhabi Islamic Bank Ras Al Khaimah

Client Service Specialist at Abu Dhabi Islamic Bank is responsible to 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 of Client Service Specialist

• 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 to 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 of Client Service Specialist

• Work towards ensuring that service standards and KPIs are met/ exceeded that ultimately result in improved customer’s experience.

Result 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.

Requirements of Client Service Specialist

• Bachelors degree in the relevant field.
• 2+ years’ experience working in Customer Experience/ Service.
• Experienced in problem solving and managing customer feedback, with background Contact Center. Customer Service, or complaints environment.
• Banking experience in service delivery and customer experience.

Skills and Knowledge Desired

• Customer focused managing relation within the bank’s rules, regulations, and interest.
• 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.
• Knowledge of banking laws, policies, procedures, and practices.
• Excellent track record of achievement.

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