Job details
Executing the bank and customer excellence group strategy of being the best bank in service in UAE by monitoring and analyzing customer feedback from multiple voice of customer channels, highlighting trends and sharing analysis reports that help in identifying action plans to improve customer satisfaction. Key Accountabilities of the Role: Responsibilities:
- Review and analyze VoC different channels (surveys, Mystery shopper, social media, Call Centre, Branches, etc.) to identify themes and insights.
- Share periodic reports to management highlighting areas of focus, customer concerns, and recommend action plans that help in improving customer satisfaction ratios.
- Carry Callback to customers who requested to be called in the surveys to understand their feedback/concern and follow up on their issues to close the loop.
- Listen to top 10 attrition calls from cases reported by Retention & Rehab Unit every month, run analysis of the comments with different bank systems and final feedback.
- Review and filter suggestions received from different channels (Internal/External), classify/categorize, and share a periodic report to different businesses on valid suggestions and follow up to closure as applicable.
- Bachelor's degree required.
- People’s person with excellent communication skills.
- Excellent understanding of cultures in the UAE.
- Customer-centric mentality.
- Familiarity with bank systems, products, and services, especially in branches.
- Ability to multi-task and address many issues simultaneously.
- Team player.
- Must be fluent in English.
- Excellent 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.
- Customer Relationship Management.
Job Info
- Job Identification: 2019
- Posting Date: 06/21/2024, 08:13 AM
- Apply Before: 07/21/2024, 08:13 AM
- Locations: Abu Dhabi, Al Rowdah, Shk Rashid Bin Saeed St. 313 ADIB New Headquarters Branch, Sh. Zayed Main Branch Abu Dhabi, United Arab Emirates.
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Hiring company
Abu Dhabi Islamic Bank PJSC
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