Abbas Al Alawi

Attending walk in customers, incoming calls and emails concerning complaints.
▪ Collecting data from the customer by interviewing the customers and determining
The root of the complaint.
▪ Logging the customer complaints to the Customer Relationship Management
System to keep track of the records and to monitor the progress of the investigation.
▪ Closely working with branch personnel, Operations departments, Credit
Department, Service Quality and other departments to ensure that customer complaints logged in the system is being resolved within reasonable time.
▪ Regularly updating and communicating with internal and external customers in relation to the progress/outcome of the complaints logged in the system.
▪ Coordinating with relevant authorities the outcome of the complaints.
▪ Assist in reviewing operational and frontline processes taking into consideration customers' feedback to improve existing procedures.
▪ Escalation of critical complaints to line managers
▪ Attends to other duties as required by the management