Job Description

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 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 resolut...

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