Customer Service Officer - ADCP

Job Purpose

• To work as part of a team handling customer feedback for all business groups in ADCP through the Customer Communication Channel for complaints/suggestions and commendations; to ensure the defined service levels are maintained in terms of acknowledgement, escalation procedure, resolution times and customer satisfaction levels.

Main Tasks and Responsibilities

Complaint Handling

• Receive feedback from 40,000+ ADCP external customers.

• Acknowledge receipt of customer complaints providing customers with a reference number and timeframe for resolution (medium: SMS/Telephony/Email/fax/written/verbal) within the specified period

• Investigate and resolve all minor/routine/complex/ customer complaints in Arabic or English.

• Occasionally handle and resolve complaints from GM and CEO office.

• Work closely with branch personnel and FM departments to manage the resolution of customer complaints within the specified TAT and to obtain service recovery

• Liaise with the respective Relationship Manager for all landlords complaints to ensure the appropriate corrective/preventative action is implemented and the RM obtains service recovery

• Ensure that complaints received are handled in a professional and diplomatic manner by ADCP employees and fully documented as per the procedure.

• Review all allocated cases and update on a daily basis to ensure effective tracking of complaints until resolution and ensure regular status reports are given to the customer and recorded on the system.

• Identifying and recommending corrective action.

Service Delivery

• Monitoring and tracking customer satisfaction and dissatisfaction for external customers.

• Implementing immediate/corrective action (minor) to resolve issues to customer's satisfaction.

• Maintaining service recovery and thus customer loyalty for external customers.

Risk & Control

• Ensure the data input and the integrity of the the system is fully maintained to ISO 9001:2000 standards and ISO 10002 guidelines

• Undergo regular product training to ensure product knowledge is fully updated for consumer /business banking products/services.

• Maintain quality of Documentation and Data integrity.

• Ensure satisfactory and accurate investigation is maintained by having minimum number of reopened cases.

• Ensure all account reversals are as per account policy and authorization matrix.

• Ensure all credit card reversals are as per card policy and authorization matrix.

Occasional Duties

• Undertake Internal Quality Audits on various departments and branches as specified by the Management Representative if part of the Quality Team – Quarterly.

• Undertake special projects and assignments as directed by Customer Care Team Manager / Assistant Manager.

• Undergo regular product Training to ensure product knowledge is fully adapted.

Experience and Qualifications

Minimum Education Level

• Graduate or equivalent in Banking, Economics or customer service related subject

Professional Qualification

• IRQA Quality Auditor advantageous

• Knowledge of Business Excellence Model advantageous

• Customer Service Courses/Diplomas advantageous

Experience

• Min of 2 years’ experience of customer service, Contact Centre or Service Quality of international or large financial institution.