Customer Service Manager
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Role : Customer Service Manager
Location : Abu Dhabi
Role Purpose:
Deliver Excellent customer service in accordance with agreed standards
Key Accountabilities of the role
• Responsible to close customer complaints and ensure that customer is satisfied with the service provided
• Respond to customer service issues in a timely manner
• Leading a team of customer service officers to handle customer complaints, retention of customers
• Responsible for training the customer service agents on guidelines, procedures and service delivery
• Ensure TAT is adhered to and where possible exceed customer expectations including response time
• Co-ordinate and liaise with other departments in a professional manner
• Deliver right levels of service skills support to the customer service agent
• Participate in regular review and development meeting with key stakeholders
• Ensure compliance with bank policies
• Retain customers in line with the pricing matrix
Specialist Skills / Technical Knowledge Required for this role:
•
Customer service skills in order to resolve customer complaints
• Display flexibility in dealing with clients and other team members
• Excellent problem solving skills
• Excellent communication skills
• Excellent negotiation skills
• Ad-hoc problem handling
• Very good training skills
• 2 years experience
Requirements
- •Close customer complaints and ensure customer satisfaction
- •Respond to customer service issues promptly
- •Train customer service agents on guidelines and procedures
- •Ensure TAT adherence and exceed expectations
- •Coordinate with other departments professionally
- •Deliver service skills support to agents
- •Participate in review and development meetings
- •Ensure compliance with bank policies
Nice to Have
- •Display flexibility in dealing with clients and team members
- •Excellent problem-solving skills
- •Excellent communication skills
- •Excellent negotiation skills
- •Ad-hoc problem handling
- •Very good training skills
Responsibilities
- •Lead a team of customer service officers
- •Handle customer complaints
- •Customer retention
- •Train customer service agents
- •Adhere to TAT (Turnaround Time)
- •Liaise with other departments
- •Provide service skills support
- •Retain customers in line with pricing matrix
- Get to the top of ADIB's applicant pile
- Get AI-rewritten bullet points
- Download Gulf-ready CV
60 seconds. $3.99 one-time.
ADIB is a leading Islamic bank offering a wide range of banking and financial services. It serves individuals, corporations, and government entities.
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