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Customer Service Representative

1.00 to 10.00 Years   Dubai , United Arab Emirates   24 Mar, 2023
Emirates NBD
Job LocationDubai , United Arab Emirates
EducationNot Mentioned
SalaryNot Mentioned
IndustryBanking /Accounting /Financial Services
Functional AreaNot Mentioned

Job Description

Department Description:Business Banking was set up separate segment managing small and medium enterprises. In Business Banking we always ensured that our customers are placed on the right platforms as we deliver the best products and services. Customer Service Representative is an enhanced role within the organization that is responsible to improve customers experience and reduce errors whole interacting with customers in order to provide the support to all types of requests and complaints. Brief Description:

  1. Handle all types if SRs logged in CRM queues.
  2. Fix the identified process and systems gaps and provide feedback to business units on knowledge gaps to help in training.
  3. Investigate all reopened cases in order to identify gaps for effective resolution.
  4. Assist RMs to all types requests assigned to them for effective resolution/TAT.
  5. Processing to all requests on BPM/Tracksoft with less errors.
Detailed Description:
  • Receive all types of SRs assigned to center.
  • Investigates and identifies appropriate resolution
  • Avoid escalations
  • Proper Creation to all types of complaints
  • Validation to resolved complaints
  • Reduction in repeated complaints
  • Knowledgeable with processes, products and policies which are offered primarily by Business Banking and the entire bank.
  • Reduction in errors while performing transaction on BPM and Tracksoft.
  • Document the gaps identified in terms of knowledge, process or system and provide the feedback to respective units.
  • Forward all requests received through emails from RMs and various internal departments.
  • Liaise with various departments with regards to approval processes and handling issues (end to end).
  • Strive to achieve high results of CSAT for the respective RM.
  • Taking ownership to resolving issues pertaining different areas.
  • Work Closely with Line Managers by diligently key training programs.
  • Attending to all trainings offered by the bank.
QualificationsAS Mentioned in the JD

Keyskills :

About Company

Emirates NBD was initially formed as National Bank of Dubai (NBD) on 19 June 1963 by then Dubais ruler Sheikh Rashid bin Saeed Al Maktoum, forming the first national bank established in Dubai. NBD merged with Emirates Bank International (EBI) on 6 March 2007, to form Emirates NBD. On 16 October 2007, the shares of Emirates NBD were officially listed on the Dubai Financial Market (DFM).

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