Job Description

Job Title Head of Customer Services

Description

To provide accurate, relevant and timely information on UAB's corporate banking products and services.
To handle all transaction related customer queries w.r.t CBGs over the phone / email and resolve them.
To resolve customers' queries, complaints and problems tactfully, effectively and efficiently within agreed turn around times. Handle customer complaints and resolve them as per the guidelines provided by the bank & escalate them in case of any deviation.
To liasion with the cash and trade finance operations team for all queries around cash and trade transactions
To ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities
To escalate issues/ discrepancies requiring management intervention to the relevant personnel as per escalation matrix
To make proactive calls to key clients to improve customer satisfaction levels and increase transaction volume

Minimum 3 years of experience in a call center or customer service unit for a GCC bank
Proven track record of success in previous role (through letter of recommendation, actual performance evaluation scorecard etc.)
Good communication skills (in both written and verbal English and Arabic)
Proficient in MS Office and Excel, with experice of handling core banking platforms such as FINACLE, MiSYS
Ability to work on staggered/ rotational + night shifts including weekends to ensure 24x7 customer support
Good interpersonal skills with ability to liasion with front line and multiple departments for ensuring customer satisfaction

About The Company

Mackenzie Jones Middle East has decades of HR, Marketing, Finance & Accounting, Sales, Secretarial & Business Support, Management Consulting and Engineering recruitment expertise. Along with a deep understanding of key market sectors and regions, we never forget to treat clients, companies and candidates as individuals who have unique needs.
So we always listen, constantly learn, occasionally challenge and frequently advise. It's all part of a service renowned for its courtesy, consideration and dedication. Based in Dubai since 2006, our office covers the GCC and Levant countries and with the right regional expertise, we are the leading specialists.
We're growing rapidly because people appreciate our honesty, commitment and results.
Areas of specialties we recruit for are: Human Resources, Finance & Accounting, Marketing, Sales, Secretarial & Business Support, Executive Search, Banking & Financial Services, Management Consulting and Engineering.

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