Client Services Analyst

The role involves managing customer feedback and complaints received via the voice channel (Call Centre - Inbound complaint campaign) with a focus on enhancing customer experience through timely and effective communication. Responsibilities include managing customer feedback and complaints according to established processes, conducting follow-up calls, responding to queries, ensuring First Call Resolution (FCR), escalating complex issues, and maintaining professionalism during interactions. The position requires adherence to attendance and shift schedules and aims for high customer satisfaction and complaint reduction.

The ideal candidate should possess customer-focused relationship management skills in compliance with banking regulations, problem-solving abilities, strong interpersonal and communication skills, and a thorough understanding of bank systems and policies. Experience in Customer Experience/Service, preferably in a Contact Center, is required, along with proficiency in relevant languages. This position is open only to UAE Nationals.