Voice of Customer Specialist | Abu Dhabi, UAE

Voice of Customer Specialist

Company: ADIB - Abu Dhabi Islamic Bank
Location: Abu Dhabi, United Arab Emirates

Role Purpose:
Executing the bank and customer excellence group strategy of being the best bank in service in UAE by monitoring and analyzing customer feedback from multiple voice of customer channels, highlighting trends and sharing analysis reports that help in identifying action plans to improve customer satisfaction.

Key Accountabilities of the Role:

• Review and analyze VoC different channels (surveys, mystery shopper, social media, call center, branches, etc.) to identify themes and insights.
• Share periodic reports to management highlighting areas of focus, customer concerns, and recommend action plans that help in improving customer satisfaction ratios.
• Carry callback to customers who requested to be called in the surveys to understand their feedback/concerns and follow up on their issues to close the loop.
• Listen to top 10 attrition calls from cases reported by the Retention & Rehab Unit every month, run analysis of the comments with different bank systems, and provide final feedback.
• Review and filter suggestions received from different channels (internal/external), classify/categorize, and share periodic reports to different businesses on valid suggestions and follow up to closure as applicable.

Specialist Skills / Technical Knowledge, Technical Competencies Required for This Role:

• Bachelor's degree required.
• Excellent communication skills and a people-oriented approach.
• Excellent understanding of cultures in the UAE.
• Customer-centric mentality.
• Familiarity with bank systems, products, and services, especially in branches.
• Ability to multi-task and address many issues simultaneously.
• Team player.
• Fluency in English is a must.
• Proficient 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.
• Experience in Customer Relationship Management.

This position is for UAE Nationals only.