Complaints Officer
RAKBANK
Total years of experience :12 years, 7 Months
Monitor phone calls to make sure call center employees are in compliance with the rules and regulations of an organization.
Sharing new updates and discussing error’s occurring frequently on the floor with the processor’s within my span.
Responsible for making sure employees provide excellent customer service when they are speaking with customers also makes sure call center employees give accurate information in a courteous and professional manner.
Provide training, coaching, feedback and assistance to call center
representatives to make sure they understand new policies and
procedures for quality.
Promoted & championed customer service processes within domain, highlighting any non-compliance to the management.
Handle analysis responsibilities on credit cards and bank accounts.
Liaise with other teams to identify areas of improvement for strategic implementation.
Gained end to end business knowledge of RAK BANK various Products while moving across various domains across teams.
•Spearheading in customer support for mobile phone contract customer retentions.
•Act as point of contact for handling escalations and resolving queries related to process and product.
•Monitor calls; analyze recorded call & process measurements to identify & act for feedback..
•Assure quality & accuracy in call handling and supplying adequate information to the customer..
•Handle review responsibilities like reviewing call record for feedback, contacting customer & updating additional information required & reviewing the initial request.
•Handle analysis responsibilities like checking for mis-selling.
•Track & publish updates to ensure quick & effective customer experience.
•Monitor progress of advisor to ensure appropriate outcomes.
•Instigate forums with appropriate groups to conduct & drive best practices for call handling and to increase CSat.
•Liaise with other teams to identify areas of improvement for strategic implementation.
•Identify trends & potential of new joiners by listening to their calls.
•Promoted & championed customer service processes within domain, highlighting any non-compliance to the management.
•Gained end to end business knowledge of 3 Global Services while moving across various domains across teams.
•Proficiency in training and supporting teams.