Customer Service Officer – Injaz DBC Operations (Retail Banking)

About the role

The Customer Service Officer will oversee the quality of customer interactions for the Telesales teams across the UAE and other COE locations. The role focuses on monitoring calls, providing coaching, and ensuring a superior customer experience within the Retail Banking segment.

Key responsibilities

• Continuously monitor telesales calls and deliver constructive feedback to frontline staff.
• Coach and develop team members to improve service quality and achieve performance targets.
• Manage the team’s daily activities, ensuring alignment with set objectives and targets.
• Design and implement strategies to enhance productivity, efficiency, and overall service standards.
• Measure and evaluate performance metrics to drive continuous improvement.

Required profile

• University graduate, preferably with a finance, banking, or mathematics background.
• Minimum of 3 years’ experience in a sales or service environment.
• Strong communication and listening skills.
• Analytical mindset with attention to detail.
• Computer literate and positive attitude.
• Comprehensive knowledge of bank products, processes, and systems.

Required skills

• Service Quality
• Quality Assurance