Central Complaints Management Officer

Central Complaints Management Officer

TASC Outsourcing
1-2 years
7000 - 8000 AED

Job Description

Job Description :

Our client is a Government Entity. They are now looking for a Central Complaints Management Officerto join them.
Roles & Responsibilities:
  • To serve SPV customers by resolving product and service issues within their delegation of authority or by routing the complaint to the right fulfillment unit and following up on the resolution
  • Maintaining immaculate quality standards. To ensure financial and reputational integrity of the organization and providing end-to-end solutions for better customer service experience
  • Candidate should have banking domain experience
  • Investigate and resolve complaints within the assigned turnaround time including complaints routed from call center, branches, social media, RMs, Online / Mobile banking, Email, CBUAE, management
  • Route complaints to the right assigned single point of contact in the fulfillment units when required
  • Constantly follow up with the fulfillment units on the resolution of the complaints
  • Ensure resolution to the right service level by double-checking the related systems / comments of fulfilment units before closing the complaint
  • Maintain customer records by updating customer history through complaints fields and comments
  • Achieve set targets in terms of service standards and customer satisfaction scores for outbound calls
  • Ensure the business meets its obligations on the prevention of money laundering under the Bank's policies and standards and under local laws and regulations
  • Contribute to team effort by accomplishing related results as needed
  • Demonstrate flexibility in adhering to planed / scheduled shifts and on-call / unplanned shifts due to the floor situation to ensure self-punctuality & discipline to the center
  • Ensure adherence of policies and procedures

  • Immediate or 1 month Notice Period.
  • U.A.E. based candidates are preferred.

  • Excellent command of both written and spoken English and Arabic (Preferred)
  • Banking domain experience (Call center / customer services / Contact Center)
  • High School / Diploma in any discipline Minimum Experience
  • 1-2 years experience in customer services / Contact Centre
  • Insurance for Self

Job Details

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