About the Role
The Client Service Analyst plays a crucial role in enhancing customer experience by effectively handling feedback and complaints received through the voice channel (Call Centre). This position is strictly for UAE Nationals and involves timely and controlled communication to ensure a balanced approach to customer interactions.
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Responsibilities
- Handle customer feedback and complaints received via the voice channel in accordance with set processes and guidelines.
- Conduct outbound calls to follow up on client complaints received through the Call Centre.
- Provide appropriate responses to customer queries.
- Ensure delivery of First Call Resolution (FCR) as a key KPI whenever applicable.
- Timely escalate complex complaints to the Complaints Resolution Unit for effective resolution.
- Maintain a courteous, respectful, and professional demeanor with all customers, aligning with the company’s service guidelines and standards.
- Highlight and escalate potential risks immediately through the proper channels.
- Contribute key insights to management based on customer feedback to improve overall customer satisfaction.
HR & People Team Management
- Adhere to shift schedules and attendance requirements.
- Minimize unplanned leaves and absences due to their direct impact on the process.
- Work on scheduled shifts and be available for overtime when necessary.
- Strictly follow the company’s code of conduct and HR policies.
Quality
- Deliver high-quality responses and resolutions to customer feedback and complaints.
- Participate in team discussions and knowledge sharing to enhance experience and skills.
Department Goals
- Aim to meet or exceed service standards and KPIs to ultimately improve the customer experience.
Results Required
- Address customer inquiries and complaints within defined guidelines.
- Deliver and exceed set KPIs in alignment with departmental goals.
- Eliminate instances of feedback being converted into complaints due to inadequate service quality.
- Ensure high levels of customer satisfaction and reduce repeated complaints.
Specialist Skills / Technical Knowledge Required
- Customer-focused with the ability to manage relationships within the company’s regulations and interests.
- Experience in problem solving and customer feedback management, particularly in a Contact Center or customer service environment.
- Strong interpersonal and communication skills with a good command of language.
- Comprehensive understanding of the company’s systems, policies, products, and procedures.
- Possess high analytical skills for effective problem solving and customer query handling.
Previous Experience Required
- 0 to 2 years of experience in Customer Experience/Service.
- Knowledge of banking laws, policies, procedures, and practices.
- Banking experience in service delivery and customer experience is advantageous.
- A proven track record of achievements in relevant fields.
