Central Complaints Management Officer

الوصف الوظيفي
Our client is a Government Entity. They are now looking for a Central Complaints Management Officer to 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

المهارات
Preference:

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

Qualifications:

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
Benefits:

Insurance for Self
Apply now

تفاصيل الوظيفة
منطقة الوظيفة دبي, الإمارات العربية المتحدة
قطاع الشركة وكالات التوظيف
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
نوع التوظيف غير محدد
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني متوسط الخبرة
عدد سنوات الخبرة الحد الأدنى: 1
منطقة الإقامة الإمارات العربية المتحدة

https://www.bayt.com/ar/uae/jobs/central-complaints-management-officer-4483953/