Client Care Specialist (Financial Services)

Robinson & Co (Singapore) Pte Ltd; Dubai; Sur place; AED 70 000 - 110 000; Plein temps

Résumé du poste

Al-Futtaim is seeking a Customer Service Executive to manage client relationships, identify requirements and deliver solutions. You will be the main contact for clients, ensure consistent service delivery, and drive proactive engagement to uphold service standards.

Responsibilities include ensuring SLA compliance across calls, emails and complaints, resolving issues within timelines, tracking CSAT and NPS, and maintaining CRM data quality.

Qualifications

• Bachelor's degree in Business or Operations is preferred.
• 1-2 years of customer care or contact center experience, ideally within UAE or GCC.
• Proven ability to maintain organized tracking systems for client interactions and priorities.
• Strong understanding of customer care processes and complaint handling with proactive problem-solving.

Responsabilités

• Ensure SLA compliance across all customer touchpoints (calls, email, complaints) and measure adherence.
• Manage and resolve customer complaints within defined timelines.
• Improve customer satisfaction by tracking CSAT, NPS, and feedback trends.
• Drive first contact resolution and reduce repeat contacts.
• Maintain QA standards and audit results across interactions.
• Monitor team productivity and performance metrics like cases per agent and handling time.
• Ensure CRM data accuracy and high data completeness.
• Ensure compliance with SOPs and regulatory requirements.

Connaissances

Interpersonal skills

Multi-account mgmt

Problem solving

Customer care knowledge

Formation

Bachelor's degree in Business or Operations

Description du poste

Al-Futtaim is seeking a Customer Service Executive to manage client relationships, identify requirements and deliver solutions. You will be the main contact for clients, ensure consistent service delivery, and drive proactive engagement to uphold service standards.

Responsibilities include ensuring SLA compliance across calls, emails and complaints, resolving issues within timelines, tracking CSAT and NPS, and maintaining CRM data quality.