Complaint Handler – Social Media

Sundus Gulf; United Arab Emirates; On-site; AED 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Complaint Handler for Social Media to enhance customer satisfaction and brand reputation. In this role, you'll review and resolve consumer complaints, engage with customers across various social media platforms, and collaborate with internal teams to improve service delivery. Your expertise in complaint handling and understanding of financial services will be crucial in addressing customer concerns effectively. Join a dynamic team that values proactive communication and continuous improvement, and make a meaningful impact on customer experiences.

Qualifications

• Minimum 2 years of experience in complaint handling, ideally in the UAE.
• Strong understanding of financial institutions and customer service.

Responsibilities

• Review and resolve consumer complaints efficiently through case evaluation.
• Engage with customers on social media, addressing concerns professionally.

Skills

Complaint Handling

Social Media Management

Customer Service

Bilingual Communication

Problem Solving

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 unresolved consumer and small business complaints from Licensed Financial Institutions, identifying major issues and gathering additional information as needed.
2. Support in resolving financial complaints fairly and efficiently through case review and evaluation.
3. Understand consumer complaints and assist the team in devising potential solutions.
4. Assess complaints and register eligible ones on the complaints management system.
5. Monitor customer complaints and inquiries on social media platforms such as Facebook, Twitter, Instagram, and LinkedIn.
6. Respond professionally and promptly to complaints, ensuring customer concerns are addressed effectively.
7. Escalate unresolved issues to relevant teams and follow up until resolution.
8. Identify recurring issues and suggest process improvements to prevent future complaints.
9. Engage actively with customers on social media, representing the brand’s voice and values.
10. Flag and manage inappropriate or harmful content as necessary.
11. Provide clear, concise, and accurate responses tailored to each platform and audience.
12. Monitor brand mentions to protect the company's reputation.

Qualifications :

• Bachelor's degree in Banking, Insurance, Finance, or related disciplines.
• At least 2 years of experience in a similar role, preferably within the UAE market and regulations.
• Experience with insurance companies and handling complaints is 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 professionally and proactively, escalating issues when needed.
• Track and analyze social media metrics, identifying trends and insights.
• Provide reports and recommendations to improve service delivery and customer satisfaction.
• Follow content moderation guidelines and company policies.
• Identify and escalate process improvement opportunities.
• Leverage understanding of financial institutions' products, operations, and systems for complaint resolution.
• Maintain consistent and professional communication across all interactions.

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 best practices.