Complaint Hub Officer - E Gulf Bank Ensure effective handling of all customer complaints in a professional and time efficient manner thereby increase customer satisfaction and retention. Education / Qualifications: Graduate Customer Relations / Communication / Business Management / Sales & Marketing Knowledge: knowledge of Consumer Banking Products & Services, IT and Banking Systems, Understanding of Customer Psychology Experience: 1 – 2 year in Customer Service/Complaints handling Accountabilities:: Handling Customer’s Complaint/Request: Contact and greet customers in an appropriate manner, ensure total customer satisfaction by careful listening of customer complaints/Requests. Proactively analyze customer complaint/request, check history and background to establish the gap. Communicate with the responsible team, applying effective techniques for customer resolutions and closure of case on level1. Escalate unresolved cases to relevant resolution departments and update the case accordingly. Ensure update of complaint management system based on the outcome of tele-calling. Achieve assigned complaint resolution in line with departmental policy. Ensure minimal turnaround time TAT on customer complaints/requests and provide prompt feedback. Investigate complaints/requests and set up records for problematic areas. Ensure a prober follow up on cases to keep the customer informed with his/her case status. Inform customer with the complaint/request resolution and close the case. Performs other duties in line with scope of work and as instructed by the direct manager. careers.e-gulfbank/gulfbank/VacancySearch.aspx
Posted on: Tue, 04 Mar 2014 09:02:48 +0000
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