Job Description

We're seeking a dedicated Complaint Resolution Officer to join our team. If you excel in customer complaint management and are committed to resolving issues efficiently, we want to hear from you!

Key Responsibilities:

- Conduct end-to-end investigations and resolve complaints from all touchpoints.

- Call customers to acknowledge complaints, identify root causes, and follow up with stakeholders to resolve issues within the agreed turnaround time.

- Update line managers with daily/weekly reports on handled complaints.

- Perform service recovery and foster customer satisfaction.

- Respond to and close all customer complaints in a timely and effective manner within set service standards.

- Proactively highlight issues to maintain service standards across all departments.

- Liaise with key teams to resolve complaints efficiently and effectively.

- Record all complaints and update actions in the Complaints Management System.

- Process waivers or charge reversals for customers according to approved policies.

- Escalate genuine complaints and exceptional cases to management for resolution.

- Fulfill any additional tasks or responsibilities assigned by the line manager.

- Adhere to company values and code of conduct while interacting with customers.

Job Specification:

- Education: Bachelor's degree in Business Administration or equivalent.

- Experience: Minimum 1-2 years of banking experience, preferably in customer complaint management, customer retention, customer servicing/relationship management, regulatory compliance, and knowledge of Sharia principles in Islamic finance.

- Skills: Strong telephone etiquette, confidentiality, and problem-solving abilities.

Job Type: Temporary
Contract length: 6 months

Pay: From AED6,500.00 per month

Experience:

• Banking Quality control: 2 years (Required)

Application Deadline: 08/08/2024