Voice of Customer Specialist

ADIB; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

An established industry player is seeking a dedicated professional to enhance customer satisfaction through insightful analysis of customer feedback. In this role, you will monitor various voice of customer channels, review feedback, and provide actionable insights to management. Your expertise will help shape strategies aimed at improving service excellence in the UAE banking sector. If you are a people-oriented individual with strong communication skills and a passion for customer service, this opportunity is perfect for you to make a significant impact within a dynamic team.

Qualifications

• 5+ years of experience in business processes and customer service.
• Excellent understanding of UAE cultures and banking services.

Responsibilities

• Analyze customer feedback from various channels to identify trends.
• Share reports with management to improve customer satisfaction.

Skills

Communication Skills

Customer-Centric Mentality

Multi-tasking

Team Player

Fluency in English

Education

Bachelor's Degree

Tools

MS Office (Excel, PowerPoint, Word)

Job description

Executing the bank and customer excellence group strategy of being the best bank in service in UAE by monitoring and analyzing customer feedback from multiple voice of customer channels, highlighting trends and sharing analysis reports that help in identifying action plans to improve customer satisfaction.

Key Accountabilities of the role:

Responsibilities:

• Review and analyze VoC different channels (surveys, Mystery shopper, social media, Call Centre, Branches, etc.) to identify themes and insights.
• Share periodic reports to management highlighting areas of focus, customer concerns, and recommend action plans that help in improving customer satisfaction ratios.
• Carry Callback to customers who requested to be called in the surveys to understand their feedback/concern and follow up on their issues to close the loop.
• Listen to top 10 attrition calls from cases reported by the Retention & Rehab Unit every month, run analysis of the comments with different bank systems and provide final feedback.
• Review and filter suggestions received from different channels (Internal/External), classify/categorize, and share a periodic report to different businesses on valid suggestions and follow up to closure as applicable.

Specialist Skills / Technical Knowledge, Technical Competencies Required for this role:

• Bachelor's degree required.
• People’s person with excellent communication skills.
• Excellent understanding of cultures in the UAE.
• Customer-centric mentality.
• Familiarity with bank systems, products, and services, especially in branches.
• Ability to multi-task/address many issues simultaneously.
• Team player.
• Fluent in English.
• Excellent in MS Office (Excel, PowerPoint, Word).
• 5+ years of experience in business processes, customer service, and general banking services.
• In-depth understanding of ADIB culture, systems, products, and services.
• Customer Relationship Management.

This position is for UAE Nationals only.