About the Job
The Client Services Analyst role is based in Ras Al Khaimah, United Arab Emirates. The primary responsibility of the Analyst is to manage customer feedback and complaints received through the Call Centre, ensuring an enhanced customer experience. This role requires effective communication, problem-solving skills, and adherence to service standards.
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Job Description
- Handle customer feedback and complaints via voice channels with timely and controlled communication to enhance customer experience.
- Conduct outbound calls for follow-ups on client complaints.
- Provide appropriate responses to customer queries.
- Ensure delivery of First Call Resolution (FCR) as a key KPI where applicable.
- Escalate complex complaints to the Complaints Resolution Unit for effective resolution.
- Maintain a courteous and professional attitude during customer interactions according to the company’s service guidelines.
- Highlight and escalate potential risks immediately through proper channels.
- Contribute key input to management from customer feedback to improve satisfaction.
HR & People Team Management
- Adhere to shift schedules & attendance and avoid unplanned leaves.
- Be prepared to work shifts and overtime as necessary.
- Follow the company’s code of conduct and HR policies strictly.
Quality
- Deliver high-quality responses to customer complaints and feedback.
- Engage in team discussions to enhance skills and knowledge sharing.
Department Goals
- Strive to meet or exceed service standards and KPIs for improved customer experiences.
Results Required
- Address customer inquiries and complaints within defined guidelines.
- Achieve and exceed set KPIs aligning with Department Goals.
- Reduce feedback that converts into complaints due to poor quality.
- Ensure customer satisfaction and eliminate repeated complaints.
Specialist Skills / Technical Knowledge Required
- Customer-focused with a solid understanding of the company’s regulations.
- Experience in problem-solving and managing customer feedback within Contact Center or customer service environments.
- High level of interpersonal and communication skills with good language command.
- Thorough understanding of the company’s systems, policies, products, and procedures.
- Strong analytical skills for effective problem-solving and addressing customer queries.
Previous Experience Required
- 0 to 2 years of experience in Customer Experience/Service.
- Knowledge of banking laws, policies, procedures, and practices.
- Experience in service delivery and customer experience within the banking sector.
- Demonstrated track record of achievement.
This position is for UAE Nationals only.
