Client Services Analyst

About the role

The Client Services Analyst will work in a call‑centre environment handling inbound and outbound voice interactions. The role focuses on resolving customer feedback and complaints while ensuring a high‑quality experience for UAE national customers.

Key responsibilities

• Receive and process customer feedback and complaints via inbound call‑centre channels.
• Make outbound follow‑up calls to address previously logged complaints.
• Provide accurate and courteous responses, aiming for First Call Resolution where applicable.
• Escalate complex issues promptly to the Complaints Resolution Unit.
• Maintain professional conduct in line with bank service standards.
• Identify and report potential risks through proper channels.
• Contribute insights from customer interactions to improve overall service quality.
• Adhere to shift schedules, attendance policies, and overtime requirements.

Required profile

• UAE national with a customer‑focused mindset.
• 0‑2 years of experience in a contact‑centre, customer service or complaints handling environment.
• Strong analytical ability to diagnose and resolve issues.
• Good understanding of banking policies, products and procedures.
• Excellent interpersonal and communication skills.

Required skills