Complaint Administrator | L (UAE Nationals Only)

Organization Purpose:
This function represents a critical role within the organization that is
responsible to boost customers' experience, handles all complaints received
from various channels (such as Central Bank, Media, Social Media, Senior
Management, Customer Care, Suggestion box as well as complaints lodged against
branch services and staff attitude/knowledge). The customer experience will be
enhanced by facilitating and suggesting reasonable service recovery to the
complainant and assurance that complaint's root cause has been addressed and
rectified. This role will also be responsible to define, set and deliver our
service excellence strategic goals which will improve customer experience in
Emirates NBD.
Main Job Tasks:
Handle complaints received from various channels managed by CMU.
Respond to enquiries received through channels managed by CMU.
Initiate service recovery to complainant according to the agreed process.
Coordinate and provide feedback to departments/branches/units on escalated
service requests to ensure quicker resolution.
Record the complaint in the system under relevant parameter and establish
contact with the customer to provide the complaint reference number.
Investigate and follow up with concerned departments/units/branches in order
to reach to a suitable resolution to customer's complaint and communicate the
same to the customer appropriately.
Share critical cases with management and suggest suitable solutions in order
to ensure smooth process without the increase of complaints in future.
Record the enquiry in the system under relevant parameter and establish
contact with the customer to provide the reference number.
Investigate and follow up with concerned departments/units/branches in order
to reach to a suitable resolution to customer's enquiry and communicate the
same to the customer appropriately.
Share critical cases with management and suggest suitable solutions in case of
any process gaps.
A detailed analysis to be provided on each valid complaint received to decide
eligibility of compensation as per the agreed matrix.
Within the approval matrix, and if the customer is eligible for a
compensation, the compensation method will be selected and conveyed to the
customer.
Investigate and follow up with concerned departments/units in the group in
order to reach to a suitable resolution to customer's complaint and ensure
proper communication was given to the customer.
Share critical cases with management and suggest suitable solutions in order
to ensure smooth process without the increase of complaints in future.
Main Job Qualifications:
‎3-‎5 years of experience ( preferably branch banking and Call Centre)
Good customer service delivery
Knowledge of systems ( CRM, Finnacle, Finnone etc) ,policies and processes
Excellent oral and written communication skills
Analytical capabilities
Strong team player
Having mind set towards Emirates NBD behaviors and Values in order to achieve
service excellence.
Demonstrated Strong customer focus and open for change
Ability to work under pressure.
Self motivated individuals who can go extra mile for service delivery to the
customers

Qualifications

Main Job Qualifications:
‎3-‎5 years of experience ( preferably branch banking and Call Centre)
Good customer service delivery
Knowledge of systems ( CRM, Finnacle, Finnone etc) ,policies and processes
Excellent oral and written communication skills
Analytical capabilities
Strong team player
Having mind set towards Emirates NBD behaviors and Values in order to achieve
service excellence.
Demonstrated Strong customer focus and open for change
Ability to work under pressure.
Self motivated individuals who can go extra mile for service delivery to the
customers

Primary Location : United Arab Emirates-Dubai-Dubai - Nadd Al Shiba,
Meydan, Building P
Job : Customer Service
Organization : Customer Experience
Schedule : Regular
Shift : Standard
Job Type : Full-time
Day Job
Job Posting : Aug ‎25, ‎2022, ‎7:20:‎06 AM