Incumbent will be required to escalate any issues which are pending at end of day to their supervisor and ensure follow up on next working day for timely completion. They are also expected to conduct a detailed root cause analysis (RCA) for any customer issues they have managed
Key Result Areas
Deliver excellent proactive and reliable service to clients, as measured via internal/external metrics
Work together with relevant stakeholders to identify opportunities for process improvements and enhancing customer experience
Build strong ties and rapport with both internal and external customers
To be able to support relationship teams and act as backups for clients in the absence of an ARM
Knowledge, Skills and Experience
Exceptional communication skills with complete command over spoken and written English. Arabic advantageous
University graduate preferable with a minimum of 2 years of customer handling experience in functions such as Customer Services and Relationship management
Intermediate level of Corporate / Business / Wholesale product knowledge such as. Cash, Trade, Collection etc
Excellent comprehension skills and understanding of customer requirement
Possesses customer centric attitude with willingness to learn & take ownership