Client Services Analyst – Call Centre (UAE Nationals)

About the role

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

Key responsibilities

• Handle inbound customer feedback and complaints through the call centre in line with established processes.
• Make outbound follow‑up calls to resolve previously received complaints.
• Provide accurate and appropriate responses to customer queries.
• Achieve First Call Resolution (FCR) targets where applicable.
• Escalate complex issues promptly to the Complaints Resolution Unit.
• Maintain a courteous, respectful, and professional attitude during all interactions.
• Identify and raise potential risks through the proper channels.
• Contribute insights from customer feedback to improve service standards.

Required profile

• UAE national with 0‑2 years of experience in customer experience or service delivery, preferably in a banking environment.
• Strict adherence to shift schedules, attendance, and willingness to work overtime when needed.
• Commitment to the bank’s code of conduct and HR policies.