Client Services Analyst

About the role

The Client Services Analyst will handle customer feedback and complaints received through the call centre, ensuring timely and professional communication that enhances the overall customer experience. This position is open to UAE nationals and is based in Ras Al Khaimah.

Key responsibilities

• Handle inbound customer feedback and complaints via the call centre.
• Make outbound follow‑up calls on complaints received.
• Provide accurate responses to customer queries and aim for first‑call resolution where applicable.
• Escalate complex issues to the Complaints Resolution Unit promptly.
• Maintain a courteous, respectful, and professional attitude in line with bank service standards.
• Adhere to shift schedules, attendance requirements and work overtime when needed.
• Participate in team knowledge‑sharing sessions and discussions to improve service quality.
• Provide feedback to management to help improve customer experience.

Required profile

• UAE national.
• 0‑2 years of experience in customer experience, service delivery or a call‑centre environment, preferably within banking.
• Good knowledge of banking policies, procedures, products and relevant regulations.
• High level of interpersonal and communication skills with strong language command.
• Strong analytical and problem‑solving abilities, able to work under pressure and meet KPIs.

Required skills

• Customer‑focused communication.
• Understanding of bank systems, policies and procedures.
• Analytical skills for problem solving.
• Knowledge of banking laws and regulations.