Client Experience Analyst — Call Center (UAE Nationals)

Abu Dhabi Islamic Bank; Abu Dhabi; On-site; AED 56,000 - 100,000; Full time

Job summary

Abu Dhabi Islamic Bank seeks a Client Service Analyst in Ras Al Khaimah to handle customer feedback and complaints via the Call Centre, with outbound follow-ups and accurate responses. The role emphasizes First Call Resolution and escalation of complex issues, while maintaining professional conduct and adhering to bank policies.

Candidates must be UAE nationals and be available for shift work. The position involves delivering high-quality customer service and contributing to continuous

Qualifications

• Experience in customer experience or service roles.
• Knowledge of banking laws, policies, and practices.
• Excellent problem solving and communication abilities.
• Ability to work in shifts and overtime.

Responsibilities

• Handle customer feedback and complaints via voice channel—Call Centre.
• Carry out outbound follow-ups on complaints received via voice channel.
• Provide customers with appropriate responses to their queries.
• Ensure First Call Resolution as a KPI when applicable.
• Escalate complex complaints to the Complaints Resolution Unit for effective resolution.
• Maintain courteous, respectful, and professional attitude per guidelines.
• Highlight and escalate potential risk through proper channels.
• Provide input to ADIB management from customer feedback to improve experience.

Skills

Customer Service

Complaint Handling

Call Centre

Communication Skills

Problem Solving

Interpersonal Skills

Banking Knowledge

Job description

Abu Dhabi Islamic Bank seeks a Client Service Analyst in Ras Al Khaimah to handle customer feedback and complaints via the Call Centre, with outbound follow-ups and accurate responses. The role emphasizes First Call Resolution and escalation of complex issues, while maintaining professional conduct and adhering to bank policies.

Candidates must be UAE nationals and be available for shift work. The position involves delivering high-quality customer service and contributing to continuous