Customer Service Representative

Job Description

Department Description:
Business Banking was set up separate segment managing small and medium enterprises In Business Banking we always ensured that our customers are placed on the right platforms as we deliver the best products and services
Brief Description:
Customer Service Representative is an enhanced role within the organization that is responsible to improve customers experience and reduce errors whole interacting with customers in order to provide the support to all types of requests and complaints
Detailed Description:
1 Handle all types if SRs logged in CRM queues
2 Fix the identified process and systems gaps and provide feedback to business units on knowledge gaps to help in training
3 Investigate all reopened cases in order to identify gaps for effective resolution
4 Assist RMs to all types requests assigned to them for effective resolutionTAT
5 Processing to all requests on BPMTracksoft with less errors

Job Requirements:
1 Over a period of time achieve reduction to complaints logged in CRM Reduction in Complaints Quantitative Receive all types of SRs assigned to center
Investigates and identifies appropriate resolution
Avoid escalations
Proper Creation to all types of complaints
Validation to resolved complaints
Reduction in repeated complaints
2 Process and Product Knowledge Qualitative Knowledgeable with processes products and policies which are offered primarily by Business Banking and the entire bank
Reduction in errors while performing transaction on BPM and Tracksoft
Document the gaps identified in terms of knowledge process or system and provide the feedback to respective units
3 Ensure Faster TAT Qualitative Forward all requests received through emails from RMs and various internal departments
Liaise with various departments with regards to approval processes and handling issuesend to end
4 SelfDevelopment Qualitative Strive to achieve high results of CSAT for the respective RM
Taking ownership to resolving issues pertaining different areas
Work Closely with Line Managers by diligently key training programs
Attending to all trainings offered by the bank

Additional Details:
Graduate
0-2 years in banking experience preferably in customer service role
Knowledge of systemCRM Finnacle Finnone etc policies and processes
Excellent oral and written communication skills
Basic Customer Operations
Servicing Customers
Strong Team Player
Having mind set towards EmiratesNBD behaviors and values in order to achieve service excellence
Demonstrated Storing customer focus and open for change
Ability to work under pressure
Selfmotivated individuals who can go extra mile for services delivery to the customers

Nationality: UAE Nationals
Gender Any
Any Other Preferably Bilingual
English Arabic