Client Experience & Complaints Analyst

ADIB - Abu Dhabi Islamic Bank; Ras Al Khaimah; Sur place; AED 89 000 - 134 000; Plein temps

Résumé du poste

ADIB - Abu Dhabi Islamic Bank in Ras Al Khaimah is seeking a Client Service Analyst to manage customer feedback and complaints through the Voice channel. The role emphasizes timely, professional responses, escalation when needed, and adherence to service standards.

This UAE Nationals only position requires strong interpersonal and analytical skills, knowledge of banking policies, and commitment to accurate documentation.

Qualifications

• 0–2 years of experience in Customer Experience/ Service.
• Knowledge of banking laws, policies, procedures, and practices.
• Background in call center, customer service or complaints environment.
• Strong interpersonal and communication skills.
• Thorough understanding of bank systems, policies and procedures.

Responsabilités

• Handle customer feedback and complaints via voice channel in line with guidelines.
• Carry out outbound follow-up calls on complaints received via Call Centre.
• Provide customers with timely, appropriate responses to their queries.
• Aim for First Call Resolution as a KPI when applicable.
• Escalate complex cases to the Complaints Resolution Unit promptly.
• Maintain courteous, professional conduct in all customer interactions.

Connaissances

Customer focus

Complaint handling

Communication skills

Analytical skills

Banking knowledge

Description du poste

ADIB - Abu Dhabi Islamic Bank in Ras Al Khaimah is seeking a Client Service Analyst to manage customer feedback and complaints through the Voice channel. The role emphasizes timely, professional responses, escalation when needed, and adherence to service standards.

This UAE Nationals only position requires strong interpersonal and analytical skills, knowledge of banking policies, and commitment to accurate documentation.