Company: Mashreq
Location: Dubai – United Arab Emirates
Employment Type: Full-time
Description:
Job Purpose
•Managing service needs of Business banking customers by providing best in class service standard.
• Acceptance and processing of non-financial request submitted by the customers and ensure end to end follow up.
• Manage mailbox and ensure agreed SLA’s are met.
• All emails on Retail inwards to be actioned on priority.
• Take the ownership on all issues/escalations raised to you and hand hold it to closure.
• One Call Resolution practice to be implemented during all your case resolution.
• All calls made should result in suitable resolutions.
• No customer emails to be missed and needs to be reverted within the agreed TAT.
• CRM registration of calls on daily basis.
• Internal customer’s (RM) SLA to be maintained.
• Introduce & educate customers on the use of Bank alternative Channels & new digital technologies.
• Ensure delivery of ‘superior customer service’ and being the single point of contact for Business banking customers, RMs and AM’s for handling all… customer queries & complaints in an effective manner.
• Work on achieving the organization objectives, sustain service levels and plan to enhance the service standards for Business Banking that will improve customer experience.
• Hands on service relationship management to ensure effective and timely delivery of BB services / products through proactive interaction to attain desired levels of customer / business satisfaction. Ensure minimum involvement of RMs, AMs in operational & service-related issues.
• All service deliverables should contribute to increasing the NPS.
Key Result Areas
• Strive towards managing customer expectation and ensure that every customer interaction is updated on CRM.
• Introduce & educate customers on the use of Bank alternative Channels & new digital technologies.
• Ensure that there is reduction in complaints attributed to BB and work with Customer Care & Central teams and support departments to trend down complaints.
• Take end to end ownership of customer queries / complaints till resolution. Resolve customer complaints and achieve higher percentage of First Point Resolution and reduce customer waiting time within defined parameters.
• Work with the relevant stakeholders to reduce cases in the Exception Q to eliminate erroneous submissions.
•Ensure compliance to policies and processes targeting “Zero” operational losses.
• Improve on service levels at the branch and take ownership of customer complaint for resolution
• The job holder operates within defined business boundaries and is required to work closely with the team and the colleagues in BB to operate in collegiate way towards achievement of the overall goals of the BB business
• Establish close working relationship with all distribution channels and support departments, to ensure there are adequate communication, cooperation and coordination across functions resulting in superior customer experience.
• Maintain good working relationships with clients for in-depths understanding of the client’s business to achieve BB objectives.
• Logs of all activities getting managed at SME Outbound customer service.
• Calls and Emails to be updated on CRM.
• Complaints to be reviewed and then parked with CCU for further investigation
Managing Relationship with stakeholders for speedy complain resolution, rejections, referrals.
• Managing relationships with demanding customers by using prudent objection handling techniques.
• Liaise with different BB channels and operations.
• Hands on service relationship management is required to ensure effective and timely delivery of BB services / products by the team through proactive interaction across the bank to attain desired levels of customer / business satisfaction.
• Proactive action on customer feedback / needs and timely escalations of service issues.
• Log every customer complaint, inquiries and forward to CXCG.
• Ability to understand customer’s service-related needs and be able to resolve in timely manner.
Knowledge, Skills & Experience
• 2 years customer service experience.
• Good communication and interpersonal relationships.
• Thorough Knowledge of Business Banking and Branch Operational Procedures and Policies.
• Positive attitude, strong work ethics and good team player
Source: LinkedIn
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