Complaint Administrator Role at Emirates NBD

Complaint Administrator

Complaint Administrator Role at Emirates NBD

The Job: Complaint Administrator

Department Description:

Handle complaints received from various channels managed by CMU and recording them successfully in CRM using relevant parameter Central Bank Media Social Media Senior Management Customer Care Online Customer Care mailbox Suggestion Box Complaints against staff
Brief Description:
Respond to enquiries received through channels managed by CMU
Initiate service recovery to complainant according to the agreed process
Coordinate and provide feedback to departments branches units on escalated service requests to ensure quicker resolution

Coordinate with department branches to resolve complaints received on Group Level and ensure proper resolution is provided within the TAT
Detailed Description:
Record the complaint in the system under relevant parameter and establish contact with the customer to provide the complaint reference number
Investigate and follow up with concerned departments units branches in order to reach to a suitable resolution to customers complaint and communicate the same to the customer appropriately
Share critical cases with management and suggest suitable solutions in order to ensure smooth process without the increase of complaints in future

Job Requirements:

Record the enquiry in the system under relevant parameter. And establish contact with the customer to provide the reference number
Investigate and follow up with concerned departments units branches in order to reach to a suitable resolution to customers enquiry. And communicate the same to the customer appropriately
Share critical cases with management and suggest suitable solutions in case of any process gaps
Provide a detailed analysis on each valid complaint received to decide eligibility of compensation as per the agreed matrix
Within the approval matrix and if the customer is eligible for a compensation, Select the compensation method and convey to the customer

Additional Details:

Provide consultancy to branches that require more information in order to ensure successful closure of SR
In case of any process gap identified the same is being coordinated with relevant department to reach a final agreed solution to customers issue and report the same
Investigate and follow up with concerned departments units in the group. In order to reach to a suitable resolution to customers complaint and ensure proper communication was given to the customer

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January 10, 2019

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