Senior Officer- RAK Consumer Ops

JOB PURPOSE:

• To serves customers by providing product and service information; resolving product and service problems.
• To ensure and maintain immaculate quality standards. To ensure financial and reputational integrity of the organization and providing end to end solutions for better customer service experience. Possessing a strong team spirit, motivation and friendly environment with all customer and Colleagues.Job Context

PRINCIPAL DUTIES & RESPONSIBITIES:

• Handle customer service queries with respect to product, service.
• Ensure self-punctuality and discipline to the centre.
• Ensure adherence of policies and procedures.
• Maintains customer records by updating customer history through service requests and Notes.
• Demonstrate flexibility in adhering to your planned/scheduled shifts and on call/ unplanned shifts due to the floor situation for achieving all defined Service Level and Abandoned rates.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Ensure the business meets its obligations.
• Recommends potential products or services to management by collecting customer information and analysing customer needs.
• Contributes to team effort by accomplishing related results as needed.
• Ensure attendance and participation in all training programs and development opportunities provided by the bank.

Requirements

QUALIFICATIONS & EXPERIENCE:

• High School / Diploma in any discipline. 1 – 2 years’ experience in customer services / Call Centre. Candidate without experience will also be considered.
• Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analysing Information, Multi-tasking.
• Excellent communication skill in English &/or Arabic.
• Team player.
• Thorough knowledge of bank operations & Administration.
• Good knowledge of system and in technical areas.
• Presentation skills
• Good knowledge in MS. Word, Excel and Power point