Client Services Analyst

About the Job
As a Client Services Analyst located in Ras Al Khaimah, your primary responsibility will be to handle customer feedback and complaints through the Call Centre's inbound complaint campaign. You will ensure effective communication that enhances the customer experience while participating in follow-up calls and escalating complex issues as necessary.

Job Responsibilities

• Address customer feedback and complaints via the voice channel, ensuring a balanced and appropriate approach to enhance customer satisfaction.
• Conduct outbound follow-up calls on client complaints received through the Call Centre.
• Provide timely responses to customer inquiries, ensuring First Call Resolution (FCR) is achieved when possible.
• Escalate complex complaints to the Complaints Resolution Unit promptly.
• Maintain professionalism and courtesy in all customer interactions, adhering to the company's service standards.
• Identify and escalate potential risks immediately through appropriate channels.
• Contribute feedback to management to improve customer experience and satisfaction.

HR & People Management

• Follow shift schedules and attendance guidelines with minimal unplanned absences, as these impact service delivery.
• Work shifts and do overtime as needed, adhering to the company's code of conduct and HR policies.

Quality Assurance

• Provide high-quality responses and resolutions to customer complaints and feedback, engaging in team discussions to enhance skills.

Department Goals

• Strive to meet or exceed service standards and KPIs for overall improved customer experience.

Results Required

• Handle customer inquiries and complaints within established guidelines.
• Exceed set KPIs in alignment with departmental goals.
• Minimize feedback that leads to complaints due to service issues.
• Achieve high customer satisfaction and reduce the incidence of repeated complaints.

Requirements

• Strong customer focus while managing relationships in accordance with banking regulations.
• Experience in problem-solving and customer feedback management, ideally in a contact center or customer service setting.
• Excellent interpersonal and communication skills, with a good command of the language.
• In-depth understanding of bank systems, policies, and procedures.
• Exceptional analytical skills for effective problem-solving and customer query resolution.

Previous Experience

• 0 to 2 years of experience in Customer Experience or Service.
• Familiarity with banking laws, policies, and procedures.
• Background in service delivery and customer experience within the banking sector is preferred.
• Proven track record of achievement.

Note
This position is exclusively for UAE Nationals.