Client Experience & Resolution Analyst

ADIB - Abu Dhabi Islamic Bank; Ras Al Khaimah; On-site; AED 78,000 - 134,000; Full time

Job summary

ADIB - Abu Dhabi Islamic Bank in Ras Al Khaimah is seeking a Client Service Analyst to handle customer feedback and complaints relayed via voice channel, ensuring timely, courteous responses and high satisfaction.

The role focuses on call centre inbound complaints, adherence to process guidelines, and achieving First Call Resolution where applicable, while maintaining professional conduct. The ad notes UAE national eligibility and shift commitment.

Qualifications

• Customer-focused relationship management within bank rules and policies.
• Experience in problem solving and handling customer feedback in a contact center or service environment.
• Strong interpersonal and communication skills with good command of language.
• Thorough understanding of bank systems, policies, products, and procedures.
• Analytical skills to resolve queries effectively.

Responsibilities

• Handle customer feedback and complaints via voice channel (Call Centre) according to defined guidelines.
• Carry out outbound follow-up calls on customer complaints from the voice channel.
• Provide customers with appropriate responses to their queries.
• Aim for First Call Resolution as a KPI where applicable.
• Escalate complex complaints promptly to the Complaints Resolution Unit.

Skills

Customer focus

Problem solving

Communication skills

Job description

ADIB - Abu Dhabi Islamic Bank in Ras Al Khaimah is seeking a Client Service Analyst to handle customer feedback and complaints relayed via voice channel, ensuring timely, courteous responses and high satisfaction.

The role focuses on call centre inbound complaints, adherence to process guidelines, and achieving First Call Resolution where applicable, while maintaining professional conduct. The ad notes UAE national eligibility and shift commitment.