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Customer Service Representative

2 months ago

Ras alKhaimah, Ra’s al Khaymah, United Arab Emirates ADIB - Abu Dhabi Islamic Bank Full time
{"title": "Customer Service Representative", "description": "Job Summary

We are seeking a highly skilled Customer Service Representative to join our team at ADIB - Abu Dhabi Islamic Bank. As a key member of our customer service team, you will be responsible for handling customer feedback and complaints in a timely and controlled manner, ensuring a balanced and appropriate approach that enhances the customer experience.

Key Responsibilities
  • Handle customer feedback and complaints via voice channel - Call Centre (Inbound complaint campaign) in accordance with set guidelines.
  • Carry out outbound calls to follow up on client complaints received via voice channel - Call Centre (Inbound complaint campaign).
  • Provide customers with appropriate responses to their queries.
  • Ensure timely escalation of complex complaints to the Complaints Resolution Unit for effective resolution.
  • Maintain a courteous, respectful, and professional attitude with all customers during conversations.
  • Highlight and escalate potential risks immediately via proper channels.
  • Participate in providing key input to ADIB management derived from customer feedback to improve customer experience and satisfaction.
Requirements
  • 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.
What We Offer

As a Customer Service Representative at ADIB, you will have the opportunity to work in a dynamic and customer-focused environment, where you will be able to develop your skills and expertise in customer service and complaint resolution.

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