Customer Experience & Complaints 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

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.