About
Role: Client Service Analyst
Location: Ras Al Khaimah
ROLE PURPOSE:
Handle customer feedback and complaints received via voice channel – Call Centre (Inbound complaint campaign) through timely and controlled communication that results in a balanced, appropriate approach and enhanced customer experience.
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Responsibilities
- Handling customer’s feedback and complaints received via voice channel – Call Centre (Inbound complaint campaign) in accordance with set processes and guidelines.
- Carry out outbound calls related to a follow-up on client’s complaints received via voice channel – Call Centre (Inbound complaint campaign).
- Provide customers with appropriate responses to their queries.
- Ensure delivery of First Call Resolution (FCR) as a key KPI.
- Timely escalation of complex complaints to the Complaints Resolution Unit to ensure effective resolution.
- Maintain a courteous, respectful, helpful, and professional attitude with all customers during conversations in accordance with the company's service guidelines and standards.
- Highlight and escalate potential risks immediately via the proper channels.
- Participate in providing key input to the company management derived from customer feedback to improve customer experience and satisfaction.
HR & People Team Management
- Adhere to shift schedules and attendance.
- Avoid unplanned leaves/absences as it directly impacts the process.
- Required to work on shifts and do overtime when necessary.
- Strict adherence to company's code of conduct and HR policies.
Quality
- Deliver high-quality responses/resolutions on customer feedback and complaints.
- Participate in discussions and knowledge sharing within the team to help enhance experience and skills.
Department Goals
- Work towards ensuring that service standards and KPIs are met/exceeded, resulting in improved customer experience.
Results Required
- Address customer inquiries and complaints within defined guidelines.
- Deliver and exceed set KPIs in line with department goals.
- Eliminate feedback being converted to complaints due to poor quality.
- Ensure customer satisfaction and the elimination of repeated complaints.
Specialist Skills / Technical Knowledge Required
- Customer-focused, managing relationships within the company's rules, regulations, and interests.
- Experienced in problem-solving and managing customer feedback, with a background in Contact Center, Customer Service, or complaints environment.
- High level of interpersonal and communication skills with good language command.
- Thorough understanding of the company's systems, policies, products, and procedures.
- High level of analytical skills to enable problem-solving and addressing customer queries.
Previous Experience Required
- 0 to 2 years of experience working in Customer Experience/Service.
- Knowledge of banking laws, policies, procedures, and practices.
- Banking experience in service delivery and customer experience.
- Excellent track record of achievement.
This position is for UAE Nationals only.
