Client Services Analyst

About the Job:
The Client Services Analyst will handle customer feedback and complaints received via voice channel (Call Centre - Inbound complaint campaign), ensuring timely and effective communication that enhances the customer experience.

Responsibilities:

• Manage customer feedback and complaints through established processes and guidelines.
• Conduct follow-up outbound calls regarding client complaints.
• Provide appropriate responses to customer queries.
• Achieve First Call Resolution (FCR) performance metrics as applicable.
• Escalate complex complaints to the Complaints Resolution Unit for effective resolution.
• Maintain professionalism and courtesy in all customer interactions.
• Highlight and escalate potential risks via proper channels.
• Contribute to management insights based on customer feedback to improve satisfaction.

Quality Expectations:

• Deliver high-quality responses to customer feedback and complaints.
• Participate in discussions and knowledge sharing to enhance team skills and customer experience.

Results Required:

• Address customer inquiries and complaints within defined guidelines.
• Exceed set KPIs aligned with department goals.
• Ensure customer satisfaction and reduce repeated complaints.

Specialist Skills / Technical Knowledge:

• Strong customer focus, adhering to bank rules and regulations.
• Experience in problem-solving and customer feedback management, preferably in a Contact Center or customer service environment.
• High-level interpersonal and communication skills with good command of language.
• Thorough understanding of the bank’s systems, policies, products, and procedures.
• Strong analytical skills for problem solving and addressing customer queries.

Experience Required:

• 0 to 2 years of experience in Customer Experience/Service.
• Knowledge of banking laws, policies, procedures, and practices.
• Prior experience in banking service delivery and customer experience is preferred.

Language Requirements:

• High-level command of language (specific languages may not be specified).

Work Conditions:
On-site, Full-time, Shift work required, Overtime as necessary.

Note: This position is open only to UAE Nationals.