Complaint Handler – Social Media
Sundus Recruitment Services View all jobs
- Abu Dhabi
- Permanent
- Full-time
Job Location: Abu Dhabi
Total Experience: 2-4 years
Language Proficiency: Bilingual
Qualification: Bachelors DegreeJob Responsibilities:
Review consumer and small business complaints that have not been resolved by the Licensed Financial Institutions. ▪ Identify major issues and explore where additional information from complainants, Licensed Financial Institutions and third parties is required. ▪ Support with resolving financial complaints fairly and efficiently using casework review and evaluation skills. ▪ Understand the complaints registered by the consumers and support the team to devise a potential solution to the consumer complaint. ▪ Assess the complaints and register the eligible complaints on the complaints management system ▪ Monitor customer complaints and inquiries on social media platforms like Facebook, Twitter, Instagram and LinkedIn. ▪ Respond to complaints in a professional and timely manner, ensuring customer concerns are addressed effectively. ▪ Escalate unresolved issues to relevant teams and follow up to ensure resolution. ▪ Identify recurring issues and suggest process improvements to prevent them in the future. ▪ Actively engage with customers on social media, representing the brand’s voice and values. ▪ Flag and address inappropriate or harmful content as necessary. ▪ Provide clear, concise, and accurate responses tailored to each platform and audience. ▪ Monitor brand mentions to protect the company’s reputation.
QUALIFICATIONS ▪ Bachelor’s degree in Banking/Insurance/Finance or any other related discipline.At least 2 years of experience in a similar role ▪ Working experience in the UAE, with appropriate familiarity with the UAE market and regulations ▪ Experience with insurance companies and handling of complaints would be preferred KEY INTERACTIONS Internal External ▪ All departments in relation to the activities of consumer complaints ▪ Government and Local Authorities ▪ Licensed Financial Institutions ▪ Insurance companies ▪ Address negative feedback or misinformation in a proactive and professional manner, escalating issues when needed. Track and analyze social media metrics, identifying trends and insights. ▪ Provide regular reports and recommendations to enhance service delivery and customer satisfaction. ▪ Follow all content moderation guidelines and company policies. ▪ Identify improvement opportunities in the complaints resolution processes and escalate issues through relevant channels when appropriate. ▪ Leverage the understanding of Licensed Financial Institutions’ products, operations and systems in resolution of complaints. ▪ ▪ Ensure consistent and professional communication across all interactions. Self-Management Responsibilities ▪ Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are achieved during the course of the year. ▪ Identifies the training and development requirements for self and agrees on them with the reporting manager to ensure that the required trainings are arranged and attended. ▪ Strives to achieve the highest levels of proficiency on all the competencies and skills required to perform the role. ▪ Keeps abreast of professional developments, new techniques and current issues through continued education and professional growth.