Client Services Analyst

The Client Services Analyst will handle customer feedback and complaints received via the voice channel (Call Centre - Inbound complaint campaign) through timely and controlled communication, resulting in a balanced and appropriate approach that enhances the customer experience.

Responsibilities:

• Handle customer feedback and complaints via voice channel in accordance with set processes and guidelines.
• Conduct outbound calls to follow up on client complaints received via the voice channel.
• Provide appropriate responses to customer queries.
• Ensure delivery of First Call Resolution (FCR) as a key performance indicator (KPI).
• Timely escalation of complex complaints to the Complaints Resolution Unit to ensure effective resolution.
• Maintain a courteous, respectful, and professional attitude during customer interactions.
• Highlight and escalate potential risks immediately through proper channels.
• Provide key input to management based on customer feedback to improve customer experience and satisfaction.

Requirements:

• Customer-focused and able to manage relations within the bank’s rules and interests.
• Experience in problem-solving and managing customer feedback in a Contact Center, Customer Service, or complaint environment.
• Thorough understanding of the bank’s systems, policies, products, and procedures.
• Demonstrated analytical skills to enable effective problem-solving.
• 0 to 2 years of experience in Customer Experience or Service preferred.
• Knowledge of banking laws, policies, procedures, and practices.
• Excellent track record of achievement.

Location:
Ras Al Khaimah, Ras al-Khaimah, United Arab Emirates

Work Conditions:
On-site, Full-time, Shift work with potential for overtime

Language Requirements:
Strong command of language with high-level interpersonal and communication skills.

Note: This position is for UAE Nationals only.