Senior Officer- Complaints Management (Emiratized Al Ain )
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
To serve customers by providing product and service information; resolving Complaints with utmost Customer Satisfaction and proper evidence on closure / satisfactory ensure and maintain immaculate quality standards. To ensure financial and reputational integrity of the organization and providing end to end solutions for better customer service experience. Possessing a strong team spirit motivation and friendly environment with all customer and Colleagues.
Specific Job Accountability
- Handle customer service issues complaints/grievances with respect to product service billing of FAB and any other category
- Resolves product or service problems by clarifying the customers complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Ensure adherence of policies and procedures
- Maintains customer records by updating customer history through service requests/complaints and Notes.
- To achieve set targets in terms of service standards and customer satisfaction scores for all assigned Complaints and related activities.
- Contribute to the business by capturing feedback new prospects for all types of FAB products as part of Process Improvement recommendations
- Ensure the business meets its obligations on the prevention of money laundering under the Banks Policies and Standards and under local laws and regulations.
- Recommends potential products or services to management by collecting customer information and analyzing customer needs.
- Contributes to team effort by accomplishing related results as needed.
- Demonstrate flexibility in adhering to planned/scheduled shifts and on call/ unplanned shifts due to the business requirement for achieving all defined SLA.
Ensure self-punctuality and discipline to the center.
Qualifications :
Minimum Qualifications:
- High School / Diploma in any discipline Minimum Experience:
- 1 2 years experience in Customer Service / Complaints Handling environment.
Knowledge Skills and Attributes:
- Customer Service Product Knowledge Quality Focus Problem Solving Market Knowledge Documentation Skills Listening Phone Skills Resolving Conflict Analyzing Information Multi-tasking.
Excellent communication skill in English &/or Arabic.
Remote Work :
No
Employment Type :
Full-time
Key Skills
About Company
Working at First Abu Dhabi Bank As the largest bank in the UAE we are proudly building a team fit for the future, changing the perception of what a career in banking means and setting the standard of what a great workplace is and can be. With an inclusive culture, excellent learning ... View more
