Client Services Analyst

The Client Services Analyst plays a crucial role in handling customer feedback and complaints received via voice channels, specifically through the Call Centre (Inbound complaint campaign). This role aims to provide timely and controlled communication that enhances the overall customer experience.

Responsibilities

• Handle customer feedback and complaints received via voice channels in accordance with set processes and guidelines.
• Conduct follow-up outbound calls on client complaints received through the Call Centre.
• Provide customers with appropriate responses based on their queries.
• Ensure delivery of First Call Resolution (FCR) as a key performance indicator (KPI) when applicable.
• Escalate complex complaints to the Complaints Resolution Unit for effective resolution.
• Maintain a courteous and professional attitude with all customers at all times, adhering to the company's service guidelines.
• Highlight and escalate potential risks immediately through the proper channels.
• Contribute key input to management based on customer feedback to improve customer satisfaction.

Work Conditions

• Adherence to shift schedules and attendance is required.
• Must be able to work on shifts and perform overtime when necessary.
• Strict adherence to the company's code of conduct and HR policies is expected.

Requirements

• 0 to 2 years of experience in Customer Experience/Service.
• Background in Contact Centre, Customer Service, or a complaints environment is preferred.
• High level of interpersonal and communication skills with strong language proficiency.
• Detailed understanding of the company's systems, policies, products, and procedures.
• Strong analytical skills for problem solving and addressing customer queries.
• Knowledge of banking laws, policies, procedures, and practices is beneficial.
• Excellent track record of achievement in service delivery and customer experience.

This position is specifically for UAE Nationals only.