Social media Moderator Job Vacancy in Abu Dhabi UAE 2022 | Apply Here

Social Media Moderator

Job Description

Role: Social Media Moderator

Location: Abu Dhabi

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:

Ø  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 customer’s queries.

 Social media Moderator Job Vacancy in Abu Dhabi UAE 2022 | Apply Here

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