Customer Service Officer

ruya; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A financial solutions company in Dubai is looking for a Customer Service Officer. The officer will ensure outstanding customer experiences while addressing their needs through various communication channels. Responsibilities include building strong customer relationships, resolving issues, improving satisfaction scores, and cross-selling products. The ideal candidate should have strong communication skills and experience in customer service, with a commitment to continuous improvement.

Qualifications

• Experience in customer service roles.
• Strong communication and problem-solving skills.
• Ability to de-escalate customer issues.

Responsibilities

• Provide exceptional service through various channels.
• Take ownership of resolving customer queries.
• Increase customer satisfaction scores.
• Educate customers about products and cross-sell services.

Job description

The Customer Service Officer’s primary responsibility is to provide an outstanding customer experience by taking ownership of resolution for all customer needs. They will interact with customers across a variety of channels (primarily inbound and outbound calls and digital channels) and take ownership for resolving the customer’s query / issue and communication around this.

Main Duties and Responsibilities

• Drive customer satisfaction through exceptional service. Deliver resolution to requests and issues through a variety of channels, by actively listening to understand the customer’s needs.
• Take ownership of providing resolution to customers
• De-escalate situations involving dissatisfied customers, offering assistance and support with service recovery to clients if needed.
• Develop a strong, value-added relationship with current and prospective customers by engaging in conversations that uncover their current and future financial needs.
• Increase customer satisfaction scores by consistently providing top‑note service that anticipates and resolves needs seamlessly.
• Achieve customer loyalty as a key driver of sustainable growth, through client retention policy and tools.
• Striving for continuous learning and development to enhance skills and knowledge and attend assigned trainings.
• Participating in regular performance reviews and actively seeking feedback for improvement.
• Understanding clients’ financial needs and addressing them at the same time, educating customers about our products and services offered and cross‑selling bank products to the customers if required.