The role of Client Service Analyst involves handling customer feedback and complaints received via the voice channel (Call Centre) through timely and controlled communication that results in a balanced, appropriate approach and enhanced customer experience.
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Responsibilities
- Handle customer feedback and complaints received via voice channel in accordance with established processes and guidelines.
- Conduct outbound calls to follow up on clients' complaints received via the voice channel.
- Provide customers with appropriate responses based on their queries.
- Ensure delivery of First Call Resolution (FCR) as a key KPI when applicable.
- Timely escalate complex complaints to the Complaints Resolution Unit for effective resolution.
- Maintain a courteous, respectful, helpful, and professional attitude with all customers according to the company’s service guidelines and standards.
- Highlight and escalate potential risks immediately through proper channels.
- Participate in providing key input to management derived from customer feedback to improve customer experience and satisfaction.
HR & People Team Management
- Adherence to shift schedule and attendance.
- Avoid unplanned leaves/absences due to their impact on the process.
- Required to work on shifts and do overtime when necessary.
- Strict adherence to the company’s code of conduct and HR policies.
Quality
- Deliver high-quality responses/resolutions to customer feedback and complaints.
- Participate in discussions and knowledge sharing within the team to enhance experiences and skills.
Department Goals
- Ensure service standards and KPIs are met or exceeded to improve customer experience.
Results Required
- Address customer inquiries and complaints within defined guidelines.
- Deliver and exceed set KPIs in alignment with Department Goals.
- Eliminate feedback being converted to complaints due to poor quality.
- Ensure customer satisfaction and eliminate repeated complaints.
Requirements
- Customer-focused management within the company’s rules, regulations, and interests.
- Experience in problem-solving and managing customer feedback, preferably with a background in Contact Center, Customer Service, or complaints environment.
- High level of interpersonal and communication skills with good command of language.
- Thorough understanding of the company’s systems, policies, products, and procedures.
- High level of analytical skills for problem-solving and addressing customer queries.
- 0 to 2 years of experience in Customer Experience/Service.
- Knowledge of banking laws, policies, procedures, and practices.
- Banking experience in service delivery and customer experience.
- Excellent track record of achievements.
This position is for UAE Nationals only.
