Customer Service Manager

Role : Customer Service Manager
Location : Abu Dhabi

Role Purpose:

Deliver Excellent customer service in accordance with agreed standards

Key Accountabilities of the role

• Responsible to close customer complaints and ensure that customer is satisfied with the service provided
• Respond to customer service issues in a timely manner
• Leading a team of customer service officers to handle customer complaints, retention of customers
• Responsible for training the customer service agents on guidelines, procedures and service delivery
• Ensure TAT is adhered to and where possible exceed customer expectations including response time
• Co-ordinate and liaise with other departments in a professional manner
• Deliver right levels of service skills support to the customer service agent
• Participate in regular review and development meeting with key stakeholders
• Ensure compliance with bank policies
• Retain customers in line with the pricing matrix
  

Specialist Skills / Technical Knowledge Required for this role:

• Customer service skills in order to resolve customer complaints
• Display flexibility in dealing with clients and other team members
• Excellent problem solving skills
• Excellent communication skills
• Excellent negotiation skills
• Ad-hoc problem handling
• Very good training skills
• 2 years experience