Client Services Analyst

Role Overview

In the capacity of a Client Service Analyst based in Ras Al Khaimah, your primary duty involves managing customer feedback and complaints delivered through the voice channel, specifically within the Call Centre's inbound complaint campaign. Effective communication is essential to achieve resolutions that maintain balance and enhance overall customer satisfaction. Note that this opportunity is exclusively open to UAE Nationals.

Key Responsibilities

• Address customer feedback and complaints received via the inbound voice channel following established procedures and guidelines.
• Conduct outbound calls to clients to follow up on complaints initially reported through the inbound voice channel.
• Provide accurate and appropriate responses to customer inquiries.
• Strive to achieve First Call Resolution (FCR) as a critical performance indicator whenever applicable.
• Promptly escalate complex complaints to the Complaints Resolution Unit to facilitate effective resolution.
• Maintain professionalism, courtesy, respect, and helpfulness in all customer interactions, adhering to the bank's service standards.
• Identify and immediately report potential risks through the correct channels.
• Contribute valuable insights from customer feedback to management for improving customer experience and fostering satisfaction.
• Adhere to scheduled shifts, maintain attendance, avoid unplanned absences, and comply with the bank's code of conduct and HR policies.
• Be prepared to work shifts and perform overtime as needed.
• Deliver high-quality responses and resolutions on customers' feedback and complaints.
• Participate actively in team discussions and knowledge sharing to enhance skills and customer experience.
• Work consistently towards achieving or surpassing service standards and departmental KPIs aimed at elevating customer satisfaction.
• Ensure customer inquiries and complaints are managed efficiently within set guidelines.
• Eliminate complaints arising from poor quality feedback handling and avoid repeated complaints by improving service delivery.

Skills and Technical Knowledge

• Strong customer focus while managing relationships in line with banking rules and regulations.
• Experience in problem-solving and handling customer feedback, preferably within a Contact Centre, Customer Service, or complaints environment.
• Excellent interpersonal and communication skills, with proficiency in language usage.
• Comprehensive understanding of the bank's systems, policies, products, and procedures.
• Advanced analytical abilities to effectively solve problems and address customer queries.

Experience and Eligibility

• Between 0 to 2 years of experience in Customer Experience or Customer Service roles.
• Knowledge of banking laws, relevant policies, procedures, and common practices.
• Prior experience in banking service delivery and customer experience is preferred.
• Consistent record of achieving performance targets.
• This position is restricted to UAE Nationals only.