Client Service Executive - Digital servicing & Service Quality Assurance; UAE nationals

Job Summary

The client service executive will be responsible for handling client queries/complaints and ask for any information via the digital channel eg Social media handles like face book, twitter, Linked In etc and the Chat Bot options. This will also include calling the client and engaging the client for any information required and provide resolution /clear queries.

The team will also be responsible for working with the marketing and social media team to understand opportunities and supporting the business to launch, track and social media/digital campaigns and posts.

The role will also be focused on analysing client feedback on the digital/other channels and supporting the manager to make the required changes to the process/product to fix the issue.

• To handle customer social media posts, calls & issues while providing consistent customer delight relating to queries/requests/financial needs/problem resolution keeping focus on SCB policies.
• Moderate, review and respond to comments concerning support issues made on our social channels in a timely, friendly, and professional manner and provide end-to-end resolution (as applicable), to create positive connections with our customer community.
• Engage social media commentary directly in carefully phrased social media responses seen by a broad audience.
• Moderate all user-generated content on social media in line with the moderation policy for each community.
• Ensure proper follow up/tracking of cases and closure within turnaround time (if applicable) and follow up frequently with customers throughout the life of their complaint resolution.
• Sign up customers for value added services and digital education (as applicable).
• Tag the social media posts & calls accurately as per internal guidelines & policies.
• Initiate and strive towards achieving set targets and service standards.
• Probe & identify financial needs on service calls and pitch relevant solutions in line with customer requirements (if applicable).
• Participation in operational or technical platform trainings, as needed.
• Additional duties as assigned.

• To handle customer social media posts, calls & issues while providing consistent customer delight relating to queries/requests/financial needs/problem resolution keeping focus on SCB policies.

• Moderate, review and respond to comments concerning support issues made on our social channels in a timely, friendly, and professional manner and provide end-to-end resolution (as applicable), to create positive connections with our customer community.
• Engage social media commentary directly in carefully phrased social media responses seen by a broad audience.
• Moderate all user-generated content on social media in line with the moderation policy for each community.
• Ensure proper follow up/tracking of cases and closure within turnaround time (if applicable) and follow up frequently with customers throughout the life of their complaint resolution.
• Sign up customers for value added services and digital education (as applicable).
• Tag the social media posts & calls accurately as per internal guidelines & policies.
• Initiate and strive towards achieving set targets and service standards.
• Probe & identify financial needs on service calls and pitch relevant solutions in line with customer requirements (if applicable).
• Participation in operational or technical platform trainings, as needed.
• Additional duties as assigned.

• Give accurate information to customers on his/her queries & concerns.
• Have high awareness levels on KYC and anti-money laundering policy.
• Multi-skilled to handle both social media posts and outbound calls (as applicable).
• Ensure KPI’s (Key Performance Indicator) & KRI’s (Key Risk Indicator, eg – proper authentication, no rejects, maintained turnaround time, etc as define by the group) are achieved and work towards the improvement.

• Ability to write, think and work quickly without losing focus.
• Maintain the highest level of professionalism while managing sensitive issues.
• Demonstrate personal ownership and accountability.
• Show empathy while providing thoughtful and prompt resolutions.
• Initiate and strive towards…