Social Media Moderator

ADIB; United Arab Emirates; On-site; AED 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Experience Specialist to enhance customer satisfaction through effective communication and problem-solving skills. This role involves managing customer feedback from social media, ensuring adherence to bank policies, and delivering high-quality responses. The ideal candidate will have a strong background in customer service, with a focus on resolving issues and improving overall customer experiences. Join a dynamic team that values customer insights and strives for excellence in service delivery.

Qualifications

• 2+ years experience in Customer Experience or Service.
• Knowledge of banking laws and procedures is essential.

Responsibilities

• Respond to customer queries from Social Media in a timely manner.
• Provide appropriate responses based on customer feedback.

Skills

Customer Service

Problem Solving

Interpersonal Skills

Analytical Skills

Communication Skills

Education

Bachelor's Degree

Job description

Handle customer’s feedback received from Social Media pages in timely and controlled communication that results into a balanced, appropriate approach and enhanced customer experience.

RESPONSIBILITIES :

• Respond to customer’s queries / feedback received through Social Media pages in accordance to set and process and guidelines.
• Provide customers with appropriate response basis their queries.
• Deliver FCR as in when applicable.
• Escalation of complaints when identified to ensure timely resolution.
• 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.
• Strict adherence to bank’s code of conduct and HR polices.

Quality :

• Deliver high quality response / resolution to customer’s feedback.
• Participate in discussions and knowledge sharing to help in enhancing the knowledge and experience of the team.
• Work towards ensuring that service standards and KPIs are met / exceeded that ultimately result in improved customer’s experience.

RESULTS REQUIRED :

• Addressing customer’s feedback within defined guidelines and KPI’s basis on the assigned daily targets.
• Effective management of Customer Feedback on Social media pages.
• Ensure Achieving the department Goals.
• Minimal number of feedbacks converted to complaints due to poor quality
• 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)

• 2+ years’ 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
• Someone who is available to work in shift hours and weekends.