About the Role
The Client Service Analyst is responsible for handling customer feedback and complaints received via voice channels, specifically within the Call Centre through an Inbound complaint campaign. This role aims to facilitate timely and controlled communication that leads to an enhanced customer experience. Only UAE Nationals can apply for this position.
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Responsibilities
- Handle customer feedback and complaints received through the Call Centre in accordance with set processes and guidelines.
- Conduct outbound calls to follow up on complaints previously received.
- Provide appropriate responses to customer inquiries.
- Strive for First Call Resolution (FCR) as a key performance indicator.
- Timely escalation of complex complaints to the Complaints Resolution Unit for effective resolution.
- Maintain a courteous, respectful, helpful, and professional attitude with all customers in line with the company’s service guidelines and standards.
- Highlight and escalate potential risks immediately through the proper channels.
- Participate in providing key insights to management based on customer feedback to improve overall customer experience and satisfaction.
HR & People Team Management
- Adhere to shift schedules and attendance.
- Minimize unplanned leaves or absences, as they directly impact processes.
- Be available to work in shifts and perform overtime when necessary.
- Follow the company’s code of conduct and HR policies strictly.
Quality
- Deliver high-quality responses and resolutions to customer feedback and complaints.
- Engage in discussions and knowledge sharing within the team to enhance overall experience and skills.
Department Goals
- Work towards meeting or exceeding service standards and KPIs that ultimately result in improved customer experience.
Results Required
- Address customer inquiries and complaints within defined guidelines.
- Meet and exceed set KPIs aligned with department goals.
- Reduce the incidence of feedback being converted to complaints due to poor quality.
- Ensure customer satisfaction and eliminate repeated complaints.
Specialist Skills / Technical Knowledge Required
- Customer-focused, managing relationships within the company’s rules and regulations.
- Experience in problem-solving and handling customer feedback in a contact center, customer service, or complaints environment.
- Excellent interpersonal and communication skills with a good command of language.
- Detailed understanding of the company’s systems, policies, products, and procedures.
- Strong analytical skills to support problem-solving and address customer queries effectively.
Previous Experience Required
- 0 to 2 years of experience in Customer Experience or Service.
- Knowledge of banking laws, policies, procedures, and practices.
- Experience in service delivery and customer experience within banking.
- Proven track record of achievement.
