Client Services Analyst

Job Overview

ADIB - Abu Dhabi Islamic Bank is seeking a Client Services Analyst to handle customer feedback and complaints received via the Call Centre in Ras Al Khaimah, UAE. You will be responsible for timely and controlled communication to enhance customer experience.

Company Overview

Abu Dhabi Islamic Bank (ADIB) is a leading financial institution providing a range of Sharia-compliant banking services. Committed to customer satisfaction and innovation, ADIB operates across the UAE and internationally, delivering exceptional banking experiences.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Diploma / Higher Diploma
• Experience: 0 to 2 years

Key Responsibilities

• Handle customer feedback and complaints received via voice channel.
• Carry out outbound calls for follow-ups on customer complaints.
• Provide appropriate responses to customer queries.
• Ensure First Call Resolution (FCR) as a key KPI.
• Escalate complex complaints to the Complaints Resolution Unit.
• Maintain a courteous and professional attitude with all customers.

Requirements

• Customer-focused with relation management skills.
• Experienced in problem-solving and managing customer feedback.
• High level of interpersonal and communication skills.
• Thorough understanding of the bank's systems, policies, products, and procedures.
• High level of analytical skills for problem-solving.
• Knowledge of banking laws, policies, and practices.

Benefits

• Opportunities to work in a leading Islamic bank.
• Gain experience in customer service and complaints resolution.
• Develop skills in communication and problem-solving.
• Work in a professional and supportive environment.
• Contribute to improving customer satisfaction.
• Career growth and development opportunities.