Customer Experience Analyst - First Call Resolution

ADIB; Ras Al Khaimah; In loco; AED 42.000 - 54.000; Tempo pieno

Descrizione del lavoro

Abu Dhabi Islamic Bank is seeking a customer experience professional in the UAE to handle feedback and complaints, respond to queries, and drive First Call Resolution. The role requires banking knowledge, strong communication, and analytical skills, with willingness to work shifts and overtime.

Based in Ras al-Khaimah, the position emphasizes delivering quality customer service and reporting insights to management to improve service levels and compliance with policies.

Competenze

• 0 to 2 years in customer experience or service.
• Knowledge of banking laws, policies and procedures.
• Strong interpersonal and communication skills.
• Analytical and problem-solving skills.
• Willingness to work shifts and overtime.

Mansioni

• Handle customer feedback and complaints received via the inbound call centre.
• Carry out outbound follow-up calls on client complaints.
• Provide appropriate responses to customer queries.
• Deliver First Call Resolution as a key KPI.
• Escalate complex complaints to the Complaints Resolution Unit.
• Highlight and escape potential risks via proper channels.
• Provide customer feedback insights to bank management.

Conoscenze

Interpersonal skills

Communication skills

Analytical thinking

Descrizione del lavoro

Abu Dhabi Islamic Bank is seeking a customer experience professional in the UAE to handle feedback and complaints, respond to queries, and drive First Call Resolution. The role requires banking knowledge, strong communication, and analytical skills, with willingness to work shifts and overtime.

Based in Ras al-Khaimah, the position emphasizes delivering quality customer service and reporting insights to management to improve service levels and compliance with policies.