Social Media Moderator: ADIB Bank Opportunities

By | October 8, 2024

ADIB

ROLE PURPOSE:

Handle customer’s feedback received from Social Media pages in timely and controlled communication that results into a balanced, appropriate approach and enhanced customer experience.

RESPONSIBILITIES:

  • Respond to customer’s queries/ feedback received through Social Media pages in accordance to set and process and guidelines.
  • Provide customers with appropriate response basis their queries.
  • Deliver FCR as in when applicable.
  • Escalation of complaints when identified to ensure timely resolution.
  • 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.
  • Strict adherence to bank’s code of conduct and HR polices.

Quality:

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

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 feedback within defined guidelines and KPI’s basis on the assigned daily targets.
  • Effective management of Customer Feedback on Social media pages.
  • Ensure Achieving the department Goals.
  • Minimal number of feedbacks converted to complaints due to poor quality
  • Customer’s Satisfaction and elimination of repeated complaints.

Specialist Skills / Technical Knowledge Required for this role:

  • Customer focused managing relation within the bank’s rules, regulations and interest.
  • Experienced in problem solving and managing customer feedback, with background Contact Center. Customer Service, or complaints environment.
  • High level of inter-personal and communications skills with good language command.
  • Thorough and detailed understanding of the banks systems, policies, products and procedures.
  • High level of analytical skills to enable problem solving and addressing customers queries.

Previous experience required (if any)

  • 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
  • Someone who is available to work in shift hours and weekends.

Apply here

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