Client Services 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 United Arab Emirates

• 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.
• 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 escalat…
• To participate in providing key input to ADIB management derived from customer’s feedback to improve customer’s experience and ultimately customers’ satisfaction.