Social Media Moderator, ADIB, Abu Dhabi, UAE

 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.

Key Accountabilities of the role Behavioral Competencies

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 REQUIERD:

• 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

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