Client Services Analyst

Role:
Client Service Analyst

Location:

Ras Al Khaimah Role Purpose

Handle customer feedback and complaints received via voice channel – Call Centre (Inbound complaint campaign) through timely and controlled communication that results into a balanced, appropriate approach and enhanced customer experience.

• Handling customer’s feedback and complaints received via voice channel – Call Centre (Inbound complaint campaign) in accordance to set and process and guidelines.
• Carry out outbound calls related to a follow up on client’s complaint which were received via voice channel – Call Centre (Inbound complaint campaign).
• Provide customers with appropriate response basis their queries.
• Ensuring delivery of (First Call Resolution - FCR) as a key KPI as in when applicable.
• Timely Escalation of complex complaints to the Complaints Resolution Unit to ensure effective resolution.
• Maintains a courteous, respectful, helpful, and professional attitude with all customers always during the conversation in accordance with bank’s service guidelines and standards.
• Highlight and elevate potential risk immediately, via the proper channels.
• To participate in providing key input to ADIB management derived from customer’s feedback to improve customer experience and ultimately customers’ satisfaction.

• Adherence to shift schedule & attendance.
• Avoid unplanned leaves/absences since has a direct impact on process.
• Required to work on shifts.
• Required to do overtime when necessary.
• Strict adherence to bank’s code of conduct and HR policies.

• Deliver high quality response/ resolution on customer’s feedback and complaints.
• Participate in discussions and knowledge sharing within the team to help in enhancing the experience & skills.

• Work towards ensuring that service standards and KPIs are met/ exceeded that ultimately result in improved customer experience.

• Addressing customer’s enquiries & complaints within defined guidelines.
• Delivering & exceeding the set KPI’s inline with the Department Goals.
• Eliminate feedback being converted to complaints due to poor quality.
• Ensure Customer’s Satisfaction and elimination of repeated complaints.

• Customer focused managing relation within the bank’s rules, regulations, and interest.
• Experienced in problem solving and managing customer feedback, with background Contact Center. Customer Service, or complaints environment.
• High level of inter-personal and communications skills with good language command.
• Thorough and detailed understanding of the banks systems, policies, products, and procedures.
• High level of analytical skills to enable problem solving and addressing customers queries.

• 0 to 2 years of experience working in Customer Experience/ Service.
• Knowledge of banking laws, policies, procedures, and practices.
• Banking experience in service delivery and customer experience.
• Excellent track record of achievement