ROLE PURPOSE:

• Handle customer feedback and complaints received via voice channel – Call Centre (Inbound complaint campaign) through timely and controlled communication that results into a balanced, appropriate approach and enhanced customer experience.

RESPONSIBILITIES:

• Handling customer’s feedback and complaints received via voice channel – Call Centre (Inbound complaint campaign) in accordance to set and process and guidelines.
• Carry out outbound calls related to a follow up on client’s complaint which were received via voice channel – Call Centre (Inbound complaint campaign).
• Provide customers with appropriate response basis their queries.
• Ensuring delivery of (First Call Resolution – FCR) as a key KPI as in when applicable.
• Timely Escalation of complex complaints to the Complaints Resolution Unit to ensure effective resolution.
• Maintains a courteous, respectful, helpful, and professional attitude with all customers always during the conversation in accordance to bank’s service guidelines and standards.
• Highlight and escalate potential risk immediately, via the proper channels
• 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.
• Required to work on shifts.
• Required to do overtime when necessary.
• Strict adherence to the bank’s code of conduct and HR polices.

Quality:

• Deliver high quality response/ resolution on customer’s feedback and complaints.
• Participate in discussions and knowledge sharing within the team to help in enhancing the experience & skills.

Department Goals:

• Work towards ensuring that service standards and KPIs are met/ exceeded that ultimately result in improved customer’s experience.

RESULTS REQUIRED:

• Addressing customer’s enquiries & complaints within defined guidelines.
• Delivering & Exceeding the set KPI’s inline the Department Goals.
• Eliminate feedback being converted to complaints due to poor quality
• Ensure Customer’s Satisfaction and elimination of repeated complaints.