Complaints Resolution Agent - Customer Experience & Complaints Management

United Arab Bank; Sharjah; On-site; AED 60,000 - 120,000; Full time

Job summary

A prominent bank in the UAE is seeking a customer complaint manager to ensure effective resolution of customer complaints and provide excellent service. The ideal candidate will have a Bachelor's degree and at least 3 years of experience in a similar role, with strong English and Arabic communication skills. Join us to enhance the customer experience and fulfill compliance standards.

Qualifications

• Minimum 3 years of experience in a similar role or contact center-related roles.

Responsibilities

• Investigate and respond to customer complaints effectively.
• Make recommendations for service and process improvements.
• Ensure compliance with Consumer Protection guidelines.

Skills

Effective communication skills in English

Effective communication skills in Arabic

Leadership skills

Education

Bachelor's degree

Job description

Job Purpose

• To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept informed throughout the complaint process.
• To manage the resolution of customer complaints, within given timelines.
• To be responsible for investigation, resolution and reporting of all customer related complaints.
• To input all complaints onto the database, reporting and seeing through to completion.
• To ensure all UAB policies and procedures relating to customer complaints are followed and are adhered to and documented.
• Respond positively to any new initiatives that are brought into practice making sure they easily become part of the customer experience service delivery.
• Ensure Consumer Protection guidelines and standards are adhered to, specially article number 8 related to customer complaint management is implemented and being tracked for compliance at all times. Any breach to CPR should be reported to Head of CPR.
• Adhere to Risk Management obligation which is systematic application of management policies, procedures and practices to the tasks of identifying, analyzing, evaluating, treating and monitoring risk. This helps to mitigate risks to acceptable levels of management.
• Coordinate with Islamic Banking Department and Sharia Control Department, if necessary, for any complaints or issues received from Islamic banking customers.

Principal Accountabilities

• To ensure that complaints are investigated and responded to effectively and speedily.
• Makes service, process and product improvement recommendations with a view to continually improving the customer experience.
• Thorough understanding of the definition of a complaint.
• Ensure customers queries are answered with the aim of a first-time resolution.
• Ensure that complaints are resolved to within agreed SLA time.
• Providing expert advice and support to customers on the handling of complaints; on investigation techniques appropriately escalating complaints to the Supervisor.
• Communicating courteously with customers by telephone, email, letter and face-to-face.
• Ensure CPR standards are implemented and being followed

Job Requirements (Qualification/ Experience)

• Bachelor's degree
• Minimum 3 years of experience in a similar role / or contact center related roles Leadership skills.
• Effective communication skills in English and Arabic