Customer Care & Complaints Specialist

Commercial Bank of Dubai; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Commercial Bank of Dubai is seeking an experienced complaints handler to manage assigned customer complaints from receipt to closure. You will coordinate with relevant stakeholders, review records, gather information, and provide timely, fair resolutions in line with bank policies.

The role requires strong written communication, problem-solving abilities, and proficiency in CRM systems and Microsoft Office.

Qualifications

• Minimum 3 years of experience in customer service, customer care, or customer support operations.
• Experience handling customer emails, webform cases, complaints, and service requests.
• Strong written communication, problem-solving, and customer relationship management skills.
• Proficiency in CRM systems and Microsoft Office applications.

Responsibilities

• Manage assigned complaints from receipt to closure, coordinating with stakeholders.
• Acknowledge complaints, provide reference numbers and resolution timeframes.
• Investigate complaints by reviewing records and gathering supporting information.
• Escalate delays or risks to Team Leader in a timely manner.
• Prepare clear, customer-focused written responses for review.
• Maintain complete and accurate complaint records in the system.
• Perform root cause analysis and propose corrective actions.
• Coordinate with relations managers and other teams for entity complaints.
• Ensure compliance with regulatory requirements and bank policies.
• Keep up-to-date knowledge of products and complaint handling requirements.

Skills

Strong written communication

Problem-solving

Customer relationship management

Customer service experience

Attention to detail

Tools

CRM systems

Microsoft Office

Job description

Commercial Bank of Dubai is seeking an experienced complaints handler to manage assigned customer complaints from receipt to closure. You will coordinate with relevant stakeholders, review records, gather information, and provide timely, fair resolutions in line with bank policies.

The role requires strong written communication, problem-solving abilities, and proficiency in CRM systems and Microsoft Office.