Social Media Moderator | Julfa, UAE

Social Media Moderator

Company: ADIB - Abu Dhabi Islamic Bank
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 processes and guidelines.
• Provide customers with appropriate responses based on their queries.
• Deliver FCR as applicable.
• Escalate complaints when identified to ensure timely resolution.
• Participate in providing key input to ADIB management derived from customer's feedback to improve customer experience and satisfaction.

HR & People Team Management:

• Adhere to shift schedule & attendance.
• Avoid unplanned leaves/ absences as they directly impact the process.
• Strict adherence to bank's code of conduct and HR policies.

Quality:

• Deliver high-quality responses/ resolutions to customer's feedback.
• Participate in discussions and knowledge sharing to enhance the knowledge and experience of the team.

Department Goals:

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

Results Required:

• Address customer's feedback within defined guidelines and KPIs based on assigned daily targets.
• Effectively manage Customer Feedback on Social media pages.
• Ensure achievement of department goals.
• Minimize the number of feedbacks converted to complaints due to poor quality.
• Enhance customer satisfaction and eliminate repeated complaints.

Specialist Skills / Technical Knowledge Required for This Role:

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

Previous Experience Required:

• 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.
• Availability to work in shift hours and weekends.