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.
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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.
