Senior Officer Complaints Management

JOB SUMMARY / INTRODUCTION

To serve customers by providing product and service information; resolving product and service problems.

To 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.

KEY RESPONSIBILITIES

• Handle customer service queries with respect to product, service and billing.
• Resolves 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.
• Maintains 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 customer inbound calls received and ensure quality of outbound calls.
• To assist customers in making their financial process smooth by generating online passwords for all FAB Personal Banking Channels.
• Contribute to the business by generating new prospects/Leads for all types of FAB products.
• 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.
• Recommends potential products or services to management by collecting customer information and analysing 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 floor situation for achieving all defined SLA.
• Ensure self-punctuality and discipline to the centre.
• Ensure adherence of policies and procedures.
• Functions within the framework and boundaries of Group policies as well as overall organisational and governance frameworks.
• Authorised to take decisions as per the approved authorisation matrix.

REQUIREMENTS / QUALIFICATIONS

Minimum Qualifications

• High School / Diploma in any discipline.

Minimum Experience

• 1 – 2 years experience in customer services.

   

Knowledge, Skills, and Attributes

• Customer Service.
• Product Knowledge.
• Quality Focus.
• Problem Solving.
• Market Knowledge.
• Documentation Skills.
• Listening.
• Phone Skills.
• Resolving Conflict.
• Analysing Information.
• Multi-tasking.
• Excellent communication skill in English &/or Arabic.

Skills

• Customer Service
• Product Knowledge
• Quality Focus
• Problem Solving
• Market Knowledge
• Documentation Skills
• Listening
• Phone Skills
• Resolving Conflict
• Analysing Information
• Multi-tasking
• Excellent communication skill in English &/or Arabic.