To maintain courteous, proactive and resolution oriented relationship with all interacting units/ departments of the bank in order to ensure complete resolution of customer complaints [ads1] Job Responsibilities: • Resolve/escalate all customer complaints assigned within agreed TAT • To manage unstructured and complex problems related to customers reported through sensitive channels such as Print Media, Social Media, Central Bank and Senior Management. • To be the contact point for all internal staff with the core responsibility of resolving customer complaints, which are logged through all touch points – branches, MOL, emails, mails, phone banking and various channels. • Responsible to monitor team’s queue, ageing and ensure cases are resolved within the set TAT/SLA • Participate in the development, enhancement and monitoring of complaint resolution process and reporting of key performance indicators of team • Contribute towards process and quality improvement within the bank by highlighting recurring issues and investigating root causes. By providing constructive feedback on service quality aspects through first hand observations. • Maintain and track Technology issues and mass incidents reported • Identify systemic issues or problems and raise concerns that are identified as part of root cause analysis • Monitoring & evaluating agents performance, provide learning or coaching opportunities and taking corrective actions • To develop and maintain optimum level of service quality with external and internal customer by ensuring complaints resolution in reasonable TAT as per SLAs • Ensure 100% of complaints are logged are updated on the systems before, during & after resolution • Analyze customer feedback gathered via surveys, NPS and put action plan to improve customer experience • Responsible for motivating and managing team through regular huddles, engaging, interaction, trainings & team building exercises Job Requirements: • Courteous and respectful in communication • Actively looking for ways to improve processes • Graduate with 1 – 5 years customer service experience in banking • Ability to manage teams and work under pressure, result oriented, ability to multi-task & adapt to change • Possess positive attitude & willingness to learn & take ownership • Advanced skill in Microsoft Excel and PowerPoint • Excellent analytical skills to enable resolution of complex problems and address through root cause analysis permanently. • Excellent skill to summarize and structure escalated complaints synopsis • Excellent inter-personal and communication skills (written and oral) – good command on spoken and written English. • Arabic is an advantage. • Excellent leadership skills to manage team • Should be proactive and customer focused without compromising the bank’s interest.
