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Customer Experience Specialist

1 week ago

Ras alKhaimah, Ra’s al Khaymah, United Arab Emirates ADIB - Abu Dhabi Islamic Bank Full time
Job Overview
ADIB - Abu Dhabi Islamic Bank is seeking a highly skilled Social Media Moderator to join its team. This role is responsible for managing customer feedback on social media pages, ensuring timely and controlled communication that results in a balanced approach and enhanced customer experience.

About the Role

The successful candidate will be responsible for responding to customer queries and feedback received through social media pages in accordance with set processes and guidelines. They will provide customers with appropriate responses based on their queries, deliver first contact resolution (FCR) as applicable, and escalate complaints when identified to ensure timely resolution.

The Social Media Moderator will also participate in providing key input to ADIB management derived from customer feedback to improve customer experience and satisfaction. Additionally, they will adhere to shift schedules and attendance, avoid unplanned leaves or absences, and strictly follow the bank's code of conduct and HR policies.

This role requires a high level of inter-personal and communication skills, with good language command. The successful candidate will have a thorough understanding of the bank's systems, policies, products, and procedures, as well as high analytical skills to enable problem-solving and addressing customer queries.