Client Services Analyst

Abu Dhabi Islamic Bank
Ras Al Khaimah
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales Engineering0Skills: ["Customer focus","Communication","Problem-solving","Analytical thinking","Professionalism"]

Handle customer feedback and inbound complaint calls in a call center environment, providing timely, controlled, and policy-aligned responses that improve customer experience. Follow up on complaints via outbound calls, escalate complex cases to the Complaints Resolution Unit, and maintain First Call Resolution (FCR) as a key KPI. Work shifts and support department goals by contributing insights from customer feedback to help reduce repeat complaints.

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Abu Dhabi Islamic Bank
Abu Dhabi Islamic Bank
2 days ago

Client Services Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Handle customer feedback and inbound complaint calls in a call center environment, providing timely, controlled, and policy-aligned responses that improve customer experience. Follow up on complaints via outbound calls, escalate complex cases to the Complaints Resolution Unit, and maintain First Call Resolution (FCR) as a key KPI. Work shifts and support department goals by contributing insights from customer feedback to help reduce repeat complaints.
Location: Ras Al Khaimah
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Entry level

Key Responsibilities

  • •Handle customer feedback and inbound complaints via voice channel (call centre) following set guidelines.
  • •Make outbound follow-up calls related to customer complaints received via the voice channel.
  • •Provide appropriate responses based on customer queries and deliver high-quality complaint resolution.
  • •Escalate complex or risky complaints promptly to the Complaints Resolution Unit via proper channels.
  • •Maintain shift attendance, adhere to HR policies and code of conduct, and support KPI and department goals (including FCR and customer satisfaction).

Key Requirements

  • •0 to 2 years of experience in customer experience/service or a contact center/complaints environment.
  • •Knowledge of banking laws, policies, procedures, and practices.
  • •Thorough understanding of the bank’s systems, policies, products, and procedures.
  • •Excellent communication skills and strong customer-focused interpersonal skills.
  • •Ability to solve problems and analyze issues to address customer queries effectively.
Experience:0BankingContact centerCustomer experienceComplaintsCustomer service
Skills:Customer focusCommunicationProblem-solvingAnalytical thinkingProfessionalism

Eligibility

Nationality:UAE National

Company Brief

Abu Dhabi Islamic Bank
Abu Dhabi Islamic Bank (ADIB) is a public Islamic bank providing retail, corporate, wealth and investment banking services across the UAE and international markets, offering Sharia-compliant financial products and digital banking solutions.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 1997
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