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Customer Experience Specialist

2 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Abu Dhabi Islamic Bank PJSC Full time
Job Description

The Voice of the Customer Specialist is responsible for executing the bank's strategy of delivering exceptional customer service in the UAE. This involves analyzing customer feedback from various channels, identifying trends, and sharing insights to improve customer satisfaction.

  • Monitor and analyze customer feedback from surveys, social media, call centers, branches, and other channels.
  • Identify key themes and insights that can inform business decisions and drive improvements in customer satisfaction.
  • Develop and share periodic reports highlighting areas of focus, customer concerns, and recommended action plans.

Key Responsibilities:

  1. Analyze VoC data from multiple channels to identify trends and insights.
  2. Develop and share reports with management to inform business decisions.
  3. Carry out callbacks to customers who requested follow-up on their feedback.
  4. Listen to top 10 attrition calls and provide analysis and recommendations.
  5. Review and filter suggestions from internal and external sources, classify and categorize them, and share reports with different businesses.
Requirements
  • Bachelor's degree required.
  • Excellent communication and interpersonal skills.
  • Strong understanding of cultures in the UAE.
  • Customer-centric mentality.
  • Familiarity with bank systems, products, and services.
  • Ability to multitask and address multiple issues simultaneously.
  • Team player.
  • Fluent in English.
  • Proficient 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.