Senior Service Consultant Complaints
Dubai, United Arab Emirates
Job Description
b'
Job Summary
Zurich Workplace Solutions is a start-up entity implementing End of Service Benefits in the region. A small multiskilled team today manages the DEWS Plan for DIFC and Government in Dubai. We are looking for a flexible individual who has a strong will to achieve high targets whilst adhering to customer support policy and standards.
As a Senior Service Consultant - Complaints you will provide excellent service to customers who have complaints or complex/escalated issues \xe2\x80\x93 primarily through ensuring that concerns are fully understood and addressed comprehensively and quickly in a way that is positive and helpful for customers, minimizing further issues. Be the point of contact for customers to identify relevant products, processes, and procedures and will also play a key role in identifying and sharing learning opportunities from complaints and issues that can be used for service improvement.
Job Accountabilities
As a Senior Service Consultant - Complaints, your role will involve:
- Provide a customer-focused and responsive service for all customers you assist with a complaint, Members\xe2\x80\x99 Enquiry, complex/escalated issue \xe2\x80\x93 reviewing/ investigating and responding to all concerns raised in a way that is positive and helpful, maximizing early resolution of issues, minimizes further problems for customers and keeping customers always updated.
- Contact complainants as early as possible to ensure that their concerns and desired outcomes are fully understood, managing expectations early on where this required.
- Engage with colleagues promptly and proactively from other teams, including managers, to gather information required to fully investigate and respond to complaints, Members\xe2\x80\x99 Enquiries and complex queries.
- Adhere to SLA\'s and complete any promised follow up actions to remedy issues for customers in a timely and high-quality way, in line with what was agreed with customers, minimizing further issues and complaint escalation.
- Manage customer expectations regarding policy and process in a nonconfrontational and customer-focused manner, offering alternatives where possible.
- Assist customers in a way that complies with relevant regulatory, and legislative requirements including those regarding data protection and applying learning from relevant training and minimizing risk.
- Identify and share emerging issues for customers which help improve the service offered by the Customer Resolution Team and other teams, including raising issues that reoccur.
- Assist with the completion of regular complaints & correspondence reports, by collating information from supporting systems and assisting with commentary if required.
- Use your initiative, knowledge, and judgement to assess and resolve problems including prompt escalation to managers as required.
- Develop and maintain knowledge of other services to ensure you support customers and other services in the most effective way.
- Assist with quality and timely responses to customer emails or enquiries received through our websites during busy periods and/or when cover is needed for training.
- Undertake ad-hoc tasks as identified by the Contact Center Team Leader, Service Delivery Manager, or managers from the services that you assist.
- Work collaboratively across all Operational areas and assist with BAU Contact center tasks.
- Demonstrate a flexible and co-operative approach towards changing business needs.
- Assist with Regulatory audits around complaints process and findings
Job Qualifications
To be successful in this role, you will need:
- UAE national preferred
- Bachelor degree in Business/Finance would be an added advantage
- 2 years or more experience in customer handling and complaints management, preferably within the Insurance Industry
- Excellent command of English (both written and verbal)
- High level of written and verbal skills to assist customers in a clear and helpful way across all communication channels
- Ability to communicate complex information concisely which is customer-friendly
Why Zurich
At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?
We are an equal opportunity employer who knows that each employee is unique - that\xe2\x80\x99s what makes our team so great!
Join us as we constantly explore new ways to protect our customers and the planet.
Join us as we constantly explore new ways to protect our customers and the planet.
- Location(s): AE - Dubai
- Remote working: No
- Schedule: Full Time
- Recruiter name: Unood Ibrahim
- Closing date:
Beware of fraud agents! do not pay money to get a job
MNCJobsGulf.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.
Related Jobs
Job Detail
-
Job IdJD1524090
-
IndustryNot mentioned
-
Total Positions1
-
Job Type:Full Time
-
Salary:Not mentioned
-
Employment StatusPermanent
-
Job LocationDubai, United Arab Emirates
-
EducationNot mentioned