About the Role / About the Job
In this position, you will manage customer feedback and complaints received through the voice channel of the Call Centre (Inbound complaint campaign). The goal is to ensure timely and controlled communication that enhances customer experience while adhering to established processes and guidelines. This role is exclusively available to UAE Nationals.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Responsibilities
- Manage customer feedback and complaints through the voice channel in accordance with set processes and guidelines.
- Conduct outbound calls to follow up on client complaints received via the Call Centre.
- Provide suitable responses to customer queries.
- Strive for First Call Resolution (FCR) as a key performance indicator when applicable.
- Timely escalate complex complaints to the Complaints Resolution Unit for effective resolution.
- Maintain a courteous, respectful, and professional demeanor with customers in accordance with the bank’s service guidelines and standards.
- Identify and escalate potential risks immediately through the appropriate channels.
- Contribute key insights to management based on customer feedback to enhance the overall customer experience and satisfaction.
HR & People Team Management
- Adhere to the shift schedule and maintain attendance.
- Minimize unplanned leaves/absences due to their direct impact on process efficiency.
- Flexibility to work in shifts and perform overtime when necessary.
- Strictly comply with the bank’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 with the team to enhance the overall experience and skills within the department.
Department Goals
- Focus on meeting or exceeding service standards and KPIs to improve customer experience.
Results Required
- Resolve customer inquiries and complaints within defined guidelines.
- Achieve and surpass the set KPIs aligned with departmental goals.
- Prevent conversion of feedback into complaints due to poor quality of service.
- Ensure high customer satisfaction and eliminate occurrence of repeated complaints.
Specialist Skills / Technical Knowledge Required for this Role
- Customer-focused with relationship management skills within the bank’s rules and regulations.
- Experience in problem-solving and managing customer feedback, preferably in a Contact Center or customer service environment.
- Strong interpersonal and communication skills with proficiency in relevant language proficiency.
- Comprehensive understanding of the bank’s systems, policies, products, and procedures.
- Excellent analytical skills to facilitate problem resolution and address customer inquiries.
Previous Experience Required
- 0 to 2 years of experience in Customer Experience/Service.
- Familiarity with banking laws, policies, procedures, and practices.
- Experience in service delivery and customer experience within banking.
- Proven track record of achieving results.
This position is for UAE Nationals only.
