وظائف للموهلات العليا بدون خبرة في بنك ابوظبي الاسلامي

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وظائف للموهلات العليا بدون خبرة في بنك ابوظبي الاسلامي  

Customer Insights and Service Quality Officer

Job description

Track & improve the customer experience through the different channels of the bank.
 Identify the issues or problems that customers are facing & communicate it to the concerned departments for preventive action plan and improvement.
Generate Customers insights whether through ad-hoc or tracking research to elevate & deliver extraordinary customer experience.
 Generate monthly reports showing service gaps and customer pain touch points across different bank touch points.
 Work on enhancing the banks touch points (including branches, DSUs,….etc) monthly KPIs to deliver targets and ensure extraordinary customer experience
 Work closely with the customers insights team to communicate the VoC or any related customers insights to internal stakeholders to deliver extraordinary customer journey
 Communicate regular feedback to branch managers to help them deliver best in class service and extraordinary customer experience.
 Coach and mentor the different bank’s touch points staff on any related customer centric knowledge, up-to-date bank standards and customer experience protocols.
 Report any negative retail look and feel feedbacks through customer’s interviews to concerned parties e.g. premises, general admin, Branch Managers
 Initiate and suggest new service enhancement ideas.
 Review all banks’ customer related procedures and ensure Customer Centric approach is at the heart of procedures and processes.
 Review Service Quality Controls on pre-set standards and aim at stretching the bar for customer satisfaction
 Engage with team members in any related service projects that aim to enhance the customer experience.
 Search global and regional up-to-date banking and any related service industry standards to ensure bank standards are up-to-date and setting the benchmark for banking norms and other customer centric service industries.
QUALIFICATIONS
Minimum Qualifications:
 Effective communication skills.
 Analytical skills.
 Customer service skills.
 Customer focused.
 Good product knowledge.
 Ability to work and deliver under work load & pressure
 Knowledge of MS Office: Word, Excel and PowerPoint.
 Banking & telecom experience is a plus.

Minimum Experience:

 0-2 years of Experience in customer service field preferably in banking sector.
Job specific Skills:
3 of 3
 Excellent analytical skills
 Effective communication skills
Very good interpersonal skills.
 Creativity and pro-activity
 Attention to details
To Apply

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