Customer Experience Officer - JobzEG

Post Top Ad

Your Ad Spot
كوبون خصم على كل مشترياتك من موقع نون مصر الكوبون : FA992

الاثنين، 28 فبراير 2022

Customer Experience Officer

 Customer Experience Officer

Abu Dhabi Islamic Bank


Track ADIB-Egypt group touch-points and products service level on departmental and individual level

Work closely with internal stakeholders on action plans to elevate customers’ journeys/satisfaction and monitor closely till closure

Ensure compliance with banks standards and delivering monthly, quarterly and annual targets.


Monitor customer experience journeys and compliance with banks’ standards across the banks different touch-points and products.

Work with customers’ insights team to identify action plans for top monthly, quarterly and annual customers’ issues across ADIB-Egypt Group touch-points and products.

Work closely with the customers’ insights team to communicate VoC or any related customers’ insights to internal stakeholders to deliver extraordinary customer experience

Work closely with relevant stakeholders on enhancing banks touch-points and products (including branches, DSUs…. etc.) monthly KPIs to deliver targets and ensure continuous elevation of customer experience

Work closely with internal stakeholders on action plans to elevate customers journeys/satisfaction and monitor closely till closure

Run and track root cause analysis across bank touch-points and products for any negative experience and work with relevant stakeholders for preventive actions.

Initiate and suggest new service enhancement ideas.

Engage with team members in any related service projects that aim to enhance customer experience.

Submit complaints resolution quality calls on closed complaints to ensure efficient complaint resolution process, empowered escalation matrix and complaints aging control

Ensure proper follow up till service issues are permanently solved and/or escalated.

Create monthly service metrics to track service levels across main touch-points & products to reflect the impact on improvement initiatives

Conduct visits to the branches to check service quality and customer satisfaction to ensure service excellence and raise customer experience.

And any other assigned tasks.

Minimum Qualifications:

Education: University/College Degree in Business, Marketing, Finance, Economics or any relevant discipline

Experience: 2+ years of previous experience in customer experience / service in service sector (banking / telecom).

Job specific Skills:

Excellent analytical skills (able to translate numbers into action ability)

Proactive and have problem solving skills

Customer Service Skills

Awareness of bank’s product and different bank channels procedures.

Team work skills

Generic Skills:

Excellent communication and interpersonal skills in English (Verbal and Written)

Excellent presentation skills

Excellent computer skills: (Word, Excel, PowerPoint, Outlook

Apply from here

للتقديم اضغط هنا  

ليست هناك تعليقات:

إرسال تعليق

كوبون خصم على كل مشترياتك من موقع نون مصر الكوبون : FA992

Post Top Ad

Your Ad Spot