Complaint Handler – Social Media

Sundus Recruitment and Outsourcing Services, Abu Dhabi; Abu Dhabi; On-site; AED 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Complaint Handler for Social Media to manage customer interactions and resolve complaints effectively. This role involves monitoring social media platforms, addressing customer concerns, and ensuring a positive brand representation. The ideal candidate will have a background in finance or insurance and experience in complaint handling, particularly in the UAE market. Join a dynamic team and contribute to enhancing customer satisfaction while maintaining the company's reputation. This position offers an exciting opportunity to engage with customers and improve processes in a fast-paced environment.

Qualifications

• 2+ years of experience in complaint handling, preferably in the UAE.
• Familiarity with UAE market regulations and financial institutions.

Responsibilities

• Review and resolve consumer complaints efficiently.
• Engage with customers on social media platforms professionally.

Skills

Complaint Handling

Social Media Management

Customer Service

Analytical Skills

Education

Bachelor’s Degree in Banking, Insurance, Finance

Job description

JPC-4722 - Complaint Handler Social Media

Job Location: Abu Dhabi

Total Experience: 2-4 years

Language Proficiency: Bilingual

Qualification: Bachelors Degree

Job Responsibilities

1. Review consumer and small business complaints unresolved by Licensed Financial Institutions.
2. Identify major issues and gather additional information from complainants, institutions, and third parties as needed.
3. Support in resolving financial complaints fairly and efficiently using case review and evaluation skills.
4. Understand registered complaints and assist the team in devising potential solutions.
5. Register eligible complaints on the complaints management system.
6. Monitor customer complaints and inquiries on social media platforms like Facebook, Twitter, Instagram, and LinkedIn.
7. Respond to complaints professionally and promptly, ensuring effective customer concern resolution.
8. Escalate unresolved issues and follow up to ensure resolution.
9. Identify recurring issues and suggest process improvements.
10. Engage actively with customers on social media, representing the brand’s voice and values.
11. Flag and address inappropriate or harmful content.
12. Provide clear, concise, and accurate responses tailored to each platform.
13. Monitor brand mentions to protect the company’s reputation.

Qualifications

• Bachelor’s degree in Banking, Insurance, Finance, or related discipline.
• At least 2 years of experience in a similar role.
• Experience working in the UAE, familiar with the UAE market and regulations.
• Experience with insurance companies and complaint handling preferred.

Key Interactions

• Internal: All departments related to consumer complaints.
• External: Government and local authorities, licensed financial institutions, insurance companies.

Additional Responsibilities

• Address negative feedback or misinformation proactively and professionally.
• Track and analyze social media metrics, identify trends, and provide reports and recommendations.
• Follow content moderation guidelines and company policies.
• Identify opportunities for process improvement and escalate issues accordingly.
• Leverage knowledge of financial institutions’ products and systems in complaint resolution.
• Maintain consistent and professional communication.

Self-Management

• Set and achieve performance goals in collaboration with the manager.
• Identify and pursue training and development opportunities.
• Stay updated on professional developments and industry issues.