Senior Officer- Complaints Management (Emiratized Al Ain )

To serve customers by providing product and service information; resolving Complaints with utmost Customer Satisfaction and proper evidence on closure / satisfactory ensure and maintain immaculate quality standards. To ensure financial and reputational integrity of the organization and providing end to end solutions for better customer service experience. Possessing a strong team spirit motivation and friendly environment with all customer and Colleagues.Specific Job AccountabilityHandle customer service issues complaints/grievances with respect to product service billing of FAB and any other categoryResolves product or service problems by clarifying the customers complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.Ensure adherence of policies and proceduresMaintains customer records by updating customer history through service requests/complaints and Notes.To achieve set targets in terms of service standards and customer satisfaction scores for all assigned Complaints and related activities.Contribute to the business by capturing feedback new prospects for all types of FAB products as part of Process Improvement recommendationsEnsure the business meets its obligations on the prevention of money laundering under the Banks Policies and Standards and under local laws and regulations.Recommends potential products or services to management by collecting customer information and analyzing customer needs.Contributes to team effort by accomplishing related results as needed.Demonstrate flexibility in adhering to planned/scheduled shifts and on call/ unplanned shifts due to the business requirement for achieving all defined SLA.Ensure self-punctuality and discipline to the center.QualificationsMinimum QualificationsHigh School / Diploma in any discipline Minimum Experience:1 2 years experience in Customer Service / Complaints Handling environment.Knowledge Skills and AttributesCustomer Service Product Knowledge Quality Focus Problem Solving Market Knowledge Documentation Skills Listening Phone Skills Resolving Conflict Analyzing Information Multi-tasking.Excellent communication skill in English &/or Arabic.Remote WorkNoEmployment TypeFull-time#J-18808-Ljbffr