The Client Services Analyst is responsible for handling customer feedback and complaints received via the voice channel through timely and controlled communication aimed at enhancing customer experience. This position is exclusively for UAE Nationals.
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Location: Ras Al Khaimah, Ras al-Khaimah, United Arab Emirates
Work Conditions: On-site, Full-time, Shifts and Overtime required
Language Requirements: Good command of the relevant language(s)
Responsibilities:
- Address customer feedback and complaints received through the Call Centre according to established processes and guidelines.
- Conduct outbound calls to follow up on customer complaints received via the Call Centre.
- Provide appropriate responses to customer inquiries.
- Ensure delivery of First Call Resolution (FCR) as a key performance indicator (KPI) where applicable.
- Timely escalation of complex complaints to the Complaints Resolution Unit for effective resolution.
- Maintain a courteous, respectful, and professional attitude during all customer interactions, adhering to the company's service standards.
- Highlight and escalate potential risks immediately through the proper channels.
- Provide input to management based on customer feedback to improve experiences and satisfaction.
HR & People Team Management:
- Adhere to shift schedules and attendance.
- Minimize unplanned leaves, which can impact processes.
- Strict compliance with the company's code of conduct and HR policies.
Quality:
- Deliver high-quality responses and resolutions to customer feedback and complaints.
- Engage in knowledge sharing within the team to enhance skills and customer experience.
Department Goals:
- Meet or exceed service standards and KPIs to improve customer satisfaction.
Results Required:
- Address customer inquiries and complaints within defined guidelines.
- Achieve and exceed set KPIs aligned with department goals.
- Eliminate poor quality feedback converted into complaints.
- Ensure customer satisfaction and prevent repeated complaints.
Specialist Skills / Technical Knowledge Required:
- Customer-focused with a strong understanding of the company's rules and regulations.
- Experience in problem-solving and managing customer feedback, preferably in a contact center or customer service environment.
- Strong interpersonal and communication skills.
- Detailed understanding of the company's systems, policies, products, and procedures.
- High analytical skills for effective problem-solving.
Previous Experience Required:
- 0 to 2 years of experience in Customer Experience/Service.
- Knowledge of banking laws and practices.
- Proven track record in service delivery and customer experience.
This position is specifically for UAE Nationals only.
