Client Services Analyst (Call Centre)

About the role

ADIB Group is hiring a Client Services Analyst in Ras Al Khaimah to handle customer feedback and complaints received by voice channel through its inbound complaint campaign. The role aims to deliver a balanced, appropriate approach and an enhanced customer experience. It is open only to UAE nationals.

Key responsibilities

• Handle customer feedback and complaints received by voice channel according to set processes and guidelines.
• Make outbound follow-up calls on client complaints received by voice channel.
• Respond to customer queries appropriately and aim for First Call Resolution (FCR) as a key KPI where applicable.
• Escalate complex complaints promptly to the Complaints Resolution Unit.
• Maintain a courteous, respectful and professional attitude in line with bank service standards.
• Highlight and escalate potential risks immediately through the proper channels.
• Share customer feedback insights with management to improve the customer experience.
• Follow the shift schedule and attendance rules, work on shifts and do overtime when necessary, and adhere to the bank's code of conduct and HR policies.

Required profile

• 0 to 2 years of experience in customer experience or service roles.
• Background in contact centre, customer service or complaints handling.
• Knowledge of banking laws, policies, procedures and practices.
• Excellent interpersonal and communication skills with good command of the language.
• Thorough understanding of the bank's systems, policies, products and procedures.