Job closed
Ref: OP732-104
Job description / Role
- Manage the Customer Services Quality Assurance Team to achieve excellent service and optimum efficiency.
- Handle merchant and customer enquiries, requests, complaints or suggestions, media enquiries via correspondences, emails, letters, in a professional and effective manner.
- Contribute to the development or launch of new product and marketing campaigns.
- Contribute to systems and processes projects that seek to enhance efficiency.
- Develop and maintain effective working relations both internally and externally with business partners, vendors, strategic merchants.
- Maintain call monitoring policy and procedure, develop tracking tools and conduct quality assurance activities to ensure service pledges are met.
- Develop customer awareness, deliver up to date information to meet customers’ need and to comply with operational requirement.
- Keep track of customer satisfaction, compile statistics and prepare management reports.
- Analyse customer enquiries and feedback, draw implications on business and service improvement and recommend actions, service delivery and processes.
- Resolve irregularities, operational issues and ensure regulatory, compliance to Bank standards and audit directives are met.
Requirements
- Minimum 5 – 8 years of experience in the banking industry handling a similar role.
- Bachelor’s Degree in relevant fields. Master’s is an advantage.
- Experience in handling and resolving customer complaints.
- Good spoken and written English and Arabic.
- A good team player with excellent interpersonal, presentation and influencing skills.
- Strong business acumen and analytical mindset with good problem solving and decision-making.
- An ability to work independently and under pressure in a dynamic and challenging work environment.
- Proficiency in using Excel, Word and Access, PowerPoint.
About the Company
Human Capital House was set up in the year 2013 with a vision to be a progressive talent acquisition partner for organizations within the local and regional market in the Middle East.
As international markets get ever demanding, corporations globally are presented with the challenges of attracting the right talent. Human capital retention and recruitment remain a critical factor to the success of any company. Strategic decision to recruit the right talent is a key issue to organization as wrong candidate selection can potentially be disastrous to their efficiency.
The critical aspect of choosing the right individual with the apt experience and knowledge becomes more crucial as he/she would need to share the ambitions of the employer, while fitting in to the new culture. Human Capital House has both the experience and expertise to help its clients make the right choice of selection. From understanding client requirements, through identifying and assessing the candidates, our systematic approach strives to ensure successful executive recruitment.