Client Services Analyst

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

Job description

Role: Client Service Analyst

Location: Ras Al Khaimah

ROLE PURPOSE:

• 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.
• This position is for UAE Nationals only.

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 escalated 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

This position is for UAE Nationals only.