Complaint Administrator
National Bank of Dubai
Dubai - United Arab Emirates
منذ 17 ساعات
source : HireeJobsGulf

Department Description Handle complaints received from various channels managed by CMU and recording them successfully in CRM using relevant parameterCentral Bank Media Social Media Senior Management Customer Care Online Customer Care mailbox Suggestion Box Complaints against staff Brief Description Respond to enquiries received through channels managed by CMU Initiate service recovery to complainant according to the agreed process Coordinate and provide feedback to departmentsbranchesunits on escalated service requests to ensure quicker resolution Coordinate with departmentbranches to resolve complaints received on Group Level and ensure proper resolution is provided within the TAT Detailed Description Record the complaint in the system under relevant parameter and establish contact with the customer to provide the complaint reference number Investigate and follow up with concerned departmentsunitsbranches in order to reach to a suitable resolution to customers complaint and communicate the same to the customer appropriately Share critical cases with management and suggest suitable solutions in order to ensure smooth process without the increase of complaints in future Job Requirements Record the enquiry in the system under relevant parameter and establish contact with the customer to provide the reference number Investigate and follow up with concerned departmentsunitsbranches in order to reach to a suitable resolution to customers enquiry and communicate the same to the customer appropriately Share critical cases with management and suggest suitable solutions in case of any process gaps A detailed analysis to be provided on each valid complaint received to decide eligibility of compensation as per the agreed matrix Within the approval matrix and if the customer is eligible for a compensation the compensation method will be selected and conveyed to the customer Additional Details Provide consultancy to branches that require more information in order to ensure successful closure of SR In case of any process gap identified the same is being coordinated with relevant department to reach a final agreed solution to customers issue and report the same Investigate and follow up with concerned departmentsunits in the group in order to reach to a suitable resolution to customers complaint and ensure proper communication was given to the customer Share critical cases with management and suggest suitable solutions in order to ensure smooth process without the increase of complaints in futureEnsure proper implementation of audit and compliance guidelines

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