Officer – Complaints Resolution

Job Listing No: 9740000

Officer – Complaints Resolution

To perform day to day complaints resolution activities as per established policies and processes to handle customers complaints effectively and satisfy customers.
Call customers for acknowledgement on complaints and follow up within the agreed TAT
Update team leader with daily/weekly handled complaints
Take full ownership of all customers day-to- day complaints
Follow up customer complaints that received from all channels in DIB
Build a superior level of confidence & satisfaction amongst complaining customers
Respond & close all customer complaints in a timely & effective manner within the set service standards
Meet and exceed the service standards and indicators and responsible for prompt reporting of the same on an ongoing basis
Be the final direct and indirect point of contact for customer complaints, which will be sourced through branches, other departments or directly from customers
Highlight issues proactively to ensure Service Standards are maintained across all areas/departments
Consolidate and share new experience, knowledge with the Team
Liaise on with key teams across the office to progress investigations to resolution
Record all received customers’ complaints in Complaint System
Ensure waivers of charges for customers are being processed as per approved policies and authority matrix
Escalate genuine complaints and exceptional cases to management for effective decision making and resolution

Job Details

Date Posted:2016-08-11
Job Location:Dubai, United Arab Emirates
Job Role:Customer Service
Company Industry:Banking

Preferred Candidate

Career Level:Mid Career
Nationality:United Arab Emirates

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