Complaints Administrator
Emirates Nbd
Total years of experience :14 years, 7 Months
Manage the received complaints from the
Central Bank of UAE, the social media
(Facebook, Twitter and Instagram… etc.)
and the media (Gulf News, Al Bayan
Newspaper and Emarat Al Youm… etc.) and
the senior management.
Ensue to resolve any complaint received
from any channel with the given turnaround
time and provide service recovery if
needed.
Provide the needful assistance to correct
any process gap which might result to any
future complaint from any customer.
Recommend and advise for training and
feedback or couching for any staff across
the organization departments
Taking care of complaints resolution across
all segments, including Private Banking,
Priority Banking, Business Banking and
Personal Banking, and ensure that
exceptional customer experience is
provided
Fully handle issues related to AECB, and
respond directly to AECB.
Provide the priority customers the extreme
special customer service.
Assist and help the priority customer to get
their requests accomplished without any
delay.
Keep following up the priority customers
concerns and get it resolved with the
coordination with the concerned
departments.
Coordinate between the priority customers
and their relationship managers if
requested.
Ensure that the priority customer is
satisfied of the level of the customer
service.
Answering the customer’s enquiries and
raise their requests
Assisting the customers in their
accounts, credit cards and loans and all
the other liabilities
Selling any additional product
Managing the daily BAUs and provide the
required supervision
Ensure the highest productivity of the staff
by providing them the necessary
knowledge and the requested tools and
equipment
Providing daily, monthly and yearly
reports to the management.
Handling the complaints and provide
feedbacks.
Keep the staff motivated and build up
the spirit of the teamwork.
Listening to the team concerns