Social Media Moderator

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 in a balanced, appropriate approach and enhanced customer experience.

RESPONSIBILITIES:

1. Respond to customer’s queries/feedback received through Social Media pages in accordance with set processes and guidelines.
2. Provide customers with appropriate responses based on their queries.
3. Deliver FCR as and when applicable.
4. Escalate complaints when identified to ensure timely resolution.
5. Participate in providing key input to ADIB management derived from customer feedback to improve customer experience and ultimately customer satisfaction.

HR & People Team Management:

1. Adhere to shift schedule & attendance.
2. Avoid unplanned leaves/absences since they have a direct impact on the process.
3. Strict adherence to the bank’s code of conduct and HR policies.

Quality:

1. Deliver high-quality responses/resolutions to customer feedback.
2. Participate in discussions and knowledge sharing to help enhance the knowledge and experience of the team.

Department Goals:

1. Work towards ensuring that service standards and KPIs are met/exceeded, ultimately resulting in improved customer experience.

RESULTS REQUIRED:

1. Address customer feedback within defined guidelines and KPIs based on the assigned daily targets.
2. Effective management of customer feedback on social media pages.
3. Ensure achievement of department goals.
4. Minimal number of feedbacks converted to complaints due to poor quality.
5. Customer satisfaction and elimination of repeated complaints.

Specialist Skills / Technical Knowledge Required for this role:

1. Customer-focused, managing relations within the bank’s rules, regulations, and interests.
2. Experienced in problem-solving and managing customer feedback, with a background in Contact Center, Customer Service, or complaints environment.
3. High level of interpersonal and communication skills with good language command.
4. Thorough and detailed understanding of the bank's systems, policies, products, and procedures.
5. High level of analytical skills to enable problem-solving and addressing customer queries.

Previous experience required (if any):

1. 2+ years’ experience working in Customer Experience/Service.
2. Knowledge of banking laws, policies, procedures, and practices.
3. Banking experience in service delivery and customer experience.
4. Excellent track record of achievement.
5. Availability to work in shift hours and weekends.