Job Purpose
Ensure effective handling of all customer complaints in a professional and time efficient manner thereby increase customer satisfaction and retention.
Accountabilities
a) Handling Customer’s Complaint/Request :
1. Contact and greet customers in an appropriate manner, ensure total customer satisfaction by careful listening of customer complaints/Requests.
2. Proactively analyze customer complaint/request, check history and background to establish the gap.
3. Communicate with the responsible team, applying effective techniques for customer resolutions and closure of case on level1.
4. Escalate unresolved cases to relevant resolution departments and update the case accordingly.
5. Ensure update of complaint management system based on the outcome of tele-calling.
6. Achieve assigned complaint resolution in line with departmental policy.
7. Ensure minimal turnaround time TAT on customer complaints/requests and provide prompt feedback.
8. Investigate complaints/requests and set up records for problematic areas.
9. Ensure a prober follow up on cases to keep the customer informed with his/her case status.
10. Inform customer with the complaint/request resolution and close the case.
11. Performs other duties in line with scope of work and as instructed by the direct manager.
b) Call performance :
1. Productively work on feedback on call quality, call performance and after call work as and when provided by Assistant Manager.
c) Product Knowledge :
1. Obtain all updates on consumer banking products so that the customers are provided with accurate information while resolving their complaints.
Generic Accountabilities
1. Corporate governance & Compliance: Work fully within risk policies and procedures and all compliance regulations
2. AML Compliance: Comply to Anti - Money laundering policies and procedures.
Communication and Working Relationships
a) Subordinates
Direct : None
Indirect : None
Relationships
Internal : Consumer Branches, other Consumer Teams
External : Gulf Bank Customers
Job Dimensions
a) Financial: contribute to the group budget
b) Other: Number of customer complaints handled/resolved/escalated, Average turnaround time for complaints
Key Performance Indicators
1. Quality of understanding customer complaints.
2. Effectiveness in handling customer issues.
3. Customer retention ratio.
4. Number of complaints of complaints resolved.
5. Timely handling of all complaints.
6. Timely escalation of complaints.
7. Customer feedback.
8. Compliance with operational procedures and instructions, risk policies.
Job Details
| Date Posted: | 2016-06-20 |
| Job Location: | Al Kuwait, Kuwait |
| Job Role: | Customer Service |
| Company Industry: | Banking |
Preferred Candidate
| Career Level: | Mid Career |
| Degree: | Bachelor's degree |
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