Client Services Analyst

Overview

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.

RESPONSIBILITIES

• Handling customers 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 clients 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...