Voice of Customer Specialist

Role: Voice of Customer Specialist

Location: Abu Dhabi   

Role Purpose:

Executing the bank and customer excellence group strategy of being best bank in service in UAE by monitoring and analyzing customer feedback from multiple voice of customer channels, highlight trends and share analysis reports that helps in identifying actions plans to improve customer’s 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 report to management highlighting areas of focus, customer concerns & recommend action plans that helps in improving customer’s 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 suggestion and follow up to closure as applicable.       

Specialist Skills / Technical Knowledge, Technical Competencies Required for this role:

• Bachelor's degree required 
• People’s person. Excellent communication skills
• Excellent understanding of cultures in the UAE
• Customer centric mentality
• Familiarity with bank systems, products, services especially in branches 
• Ability to multi-task / address many issues simultaneously 
• Team player 
• Must be fluent in English
• Excellent in MS office (Excel, PowerPoint, word)

Previous experience:   

• 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

This position is for UAE Nationals only.