The Client Services Analyst is responsible for handling customer feedback and complaints received via the voice channel in the Call Centre, ensuring timely and controlled communication that enhances the overall 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 client complaints received via the Call Centre.
- Provide appropriate responses to customer queries and ensure delivery of First Call Resolution (FCR) as a key KPI when applicable.
- Escalate complex complaints to the Complaints Resolution Unit for effective resolution.
- Maintain a professional attitude with customers in accordance with the company’s service guidelines and standards.
- Immediately highlight and escalate potential risks through the proper channels.
- Participate in providing feedback to management to improve customer experience and satisfaction.
- Adhere to shift schedules, avoid unplanned leaves, and be prepared to work on shifts and overtime when necessary.
- Follow the company’s code of conduct and HR policies.
Quality
- Deliver high-quality responses and resolutions to customer feedback and complaints.
- Engage in discussions and knowledge sharing within the team to enhance experience and skills.
Results Required
- Address customer enquiries and complaints within defined guidelines.
- Exceed set KPIs aligned with the Department Goals.
- Minimize feedback conversion into complaints due to service quality issues.
- Ensure customer satisfaction and eliminate repeated complaints.
Requirements
- Customer-focused with experience managing relations within banking regulations.
- Background in contact centers or customer service environments, with problem-solving skills.
- Strong interpersonal and communication skills, with good language command.
- Thorough understanding of the company’s systems, policies, products, and procedures.
- Analytical skills to effectively address customer queries.
- 0 to 2 years of experience in Customer Experience/Service.
- Knowledge of banking laws, policies, procedures, and practices.
- A solid track record of achievement.
This position is for UAE Nationals only.
