Client Services Analyst

The Client Service Analyst is responsible for handling customer feedback and complaints received via the voice channel (Call Centre - Inbound complaint campaign). This role involves timely and controlled communication to enhance the customer experience.

Responsibilities

• Handle customer feedback and complaints in accordance with processes and guidelines.
• Conduct outbound calls to follow up on client complaints received via the voice channel.
• Provide appropriate responses to customer 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, and professional attitude with all customers in line with the company's service standards.
• Highlight and escalate potential risks via the proper channels.
• Participate in providing input to management based on customer feedback to improve satisfaction.

Work Conditions

• Adhere to shift schedules and attendance policies.
• Work on shifts and perform overtime when necessary.
• Strict adherence to the company's code of conduct and HR policies.

Requirements

• 0 to 2 years of experience in Customer Experience/Service or a related field.
• Knowledge of banking laws, policies, procedures, and practices.
• Experience in a contact center or customer service environment is preferred.
• Strong interpersonal and communication skills with a good command of language.
• Analytical skills to enable problem solving and address customer queries.

This position is for UAE Nationals only.
Location: United Arab Emirates