Client Services Analyst

ADIB Group; Ras Al Khaimah; On-site; AED 40,000 - 60,000; Full time

Job summary

A financial services firm in Ras Al Khaimah seeks a Client Service Analyst to manage customer complaints and feedback via the call center. The role requires excellent communication and problem-solving skills, with a focus on enhancing customer satisfaction. Candidates should have 0 to 2 years of experience in customer service and knowledge of banking practices. This position is exclusively for UAE Nationals.

Qualifications

• 0 to 2 years of experience in Customer Experience/Service.
• Knowledge of banking laws, policies, procedures, and practices.
• Experience in service delivery and customer experience.

Responsibilities

• Handle customer feedback and complaints via voice channel.
• Carry out outbound calls for complaints follow-up.
• Ensure delivery of First Call Resolution as a KPI.
• Timely escalation of complex complaints.
• Participate in discussions to enhance customer experience.

Skills

Customer focus

Problem solving

Interpersonal skills

Analytical skills

Communication skills

Job description

Description

Role: Client Service Analyst

Location: Ras Al Khaimah

ROLE PURPOSE:

• Handle customer feedback and complaints received via voice channel Call Centre (Inbound complaint campaign) through timely and controlled communication that results into a balanced appropriate approach and enhanced customer experience.

RESPONSIBILITIES:

• Handling customers feedback and complaints received via voice channel Call Centre (Inbound complaint campaign) in accordance to set and process and guidelines.
• Carry out outbound calls related to a follow up on clients complaint which were received via voice channel Call Centre (Inbound complaint campaign).
• Provide customers with appropriate response basis their queries.
• Ensuring delivery of (First Call Resolution - FCR) as a key KPI as in when applicable.
• Timely Escalation of complex complaints to the Complaints Resolution Unit to ensure effective resolution.
• Maintains a courteous respectful helpful and professional attitude with all customers always during the conversation in accordance with banks service guidelines and standards.
• Highlight and escalate potential risk immediately via the proper channels
• To participate in providing key input to ADIB management derived from customers feedback to improve customers experience and ultimately customers satisfaction.

HR & People Team Management:

• Adherence to shift schedule & attendance.
• Avoid unplanned leaves/ absences since has a direct impact on process.
• Required to work on shifts.
• Required to do overtime when necessary.
• Strict adherence to banks code of conduct and HR polices.

Quality:

• Deliver high quality response/ resolution on customers feedback and complaints.
• Participate in discussions and knowledge sharing within the team to help in enhancing the experience & skills.

Department Goals:

• Work towards ensuring that service standards and KPIs are met/ exceeded that ultimately result in improved customers experience.

RESULTS REQUIRED:

• Addressing customers enquiries & complaints within defined guidelines.
• Delivering & exceeding the set KPIs inline the Department Goals.
• Eliminate feedback being converted to complaints due to poor quality
• Ensure Customers Satisfaction and elimination of repeated complaints.

Specialist Skills / Technical Knowledge Required for this role:

• Customer focused managing relation within the banks rules regulations and interest.
• Experienced in problem solving and managing customer feedback with background Contact Center. Customer Service or complaints environment.
• High level of inter-personal and communications skills with good language command.
• Thorough and detailed understanding of the banks systems policies products and procedures.
• High level of analytical skills to enable problem solving and addressing customers queries.

Previous experience required (if any)

• 0 to 2 years of experience working in Customer Experience/ Service.
• Knowledge of banking laws policies procedures and practices.
• Banking experience in service delivery and customer experience.
• Excellent track record of achievement

This position is for UAE Nationals only.

Required Experience:

IC