Description Role: Client Service Specialist
Location: Ras Al Khaimah
ROLE PURPOSE: - Handle customer feedback and complaints received via voice channel Call Centre (Inbound complaint campaign) through timely and controlled communication that results into a balanced appropriate approach and enhanced customer experience.
RESPONSIBILITIES: - Handling customers feedback and complaints received via voice channel Call Centre (Inbound complaint campaign) in accordance to set and process and guidelines.
- Carry out outbound calls related to a follow up on clients complaint which were received via voice channel Call Centre (Inbound complaint campaign).
- Provide customers with appropriate response basis their queries.
- Ensuring delivery of (First Call Resolution - FCR) as a key KPI as in when applicable.
- Timely Escalation of complex complaints to the Complaints Resolution Unit to ensure effecti...