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- 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