Client Experience & Inbound Complaints Analyst

Maseera; United Arab Emirates; On-site; AED 45,000 - 75,000; Full time

Job summary

Abu Dhabi Islamic Bank in the United Arab Emirates is seeking a contact centre agent to handle customer feedback and complaints received via voice channel. You will manage inbound complaints, follow up on issues, and provide accurate responses while upholding professionalism.

The role focuses on achieving First Call Resolution where possible, escalating complex cases, and contributing to continuous improvement through customer insights.

Qualifications

• Handles inbound and outbound call centre interactions with customers.
• Requires strong communication and listening skills.
• Able to navigate complaints with empathy and resolve issues effectively.

Responsibilities

• Handle customer feedback and complaints received via voice channel – Call Centre (Inbound complaint campaign) with timely, controlled communication.
• Carry out outbound calls for follow-up on complaints from the voice channel.
• Provide customers with accurate responses based on queries and guidelines.
• Ensure First Call Resolution as a KPI where applicable.
• Escalate complex complaints to the Complaints Resolution Unit for effective resolution.
• Maintain courteous, respectful, and professional attitude with customers in line with service standards.
• Provide input to management from customer feedback to improve experience.

Skills

Customer service

Communication

Problem solving

Tools

Call center software

Job description

Abu Dhabi Islamic Bank in the United Arab Emirates is seeking a contact centre agent to handle customer feedback and complaints received via voice channel. You will manage inbound complaints, follow up on issues, and provide accurate responses while upholding professionalism.

The role focuses on achieving First Call Resolution where possible, escalating complex cases, and contributing to continuous improvement through customer insights.