Client Services Analyst – Call Centre (Inbound Complaints)

About the role

The Client Services Analyst will manage customer feedback and complaints received through the call centre’s inbound voice channel. The role focuses on delivering timely, accurate resolutions while enhancing the overall customer experience for UAE nationals.

Key responsibilities

• Handle inbound customer feedback and complaints via the call centre.
• Make outbound follow‑up calls to resolve previously logged complaints.
• Provide appropriate responses to customer queries and aim for First Call Resolution (FCR) where applicable.
• Escalate complex issues promptly to the Complaints Resolution Unit.
• Maintain a courteous, professional attitude in line with bank service standards.
• Identify and raise potential risks through proper channels.
• Contribute insights from customer feedback to improve service quality.
• Adhere to shift schedules, attendance policies, and overtime requirements.

Required profile

• UAE national.
• Minimum of 1 month experience in a call‑centre or customer‑service environment.
• Willingness to work shifts and occasional overtime.
• Strong adherence to bank code of conduct and HR policies.

Required skills

What we offer

• Opportunity to work within a leading Islamic bank.
• Structured environment with clear KPIs and performance metrics.
• Professional development through knowledge‑sharing sessions.