Job Description
Role: Social Media Moderator
Location: Ras Al Khaimah
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.
