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Customer Care Analyst
1 week ago
Mode of Employment :
Outsource through REACH
Work Location:
Dubai
Contract Duration : 6 months extendable
Job Description:
- Deliver effective contribution to DBCX CX results by suggesting areas of improvements, enhancements, identify process gaps on services available, data analysis, MIS churning for channels such as Mobile app and Online Banking
- Liaise with Group IT and other stakeholders to address development and production issues
- Collaborate with relevant stakeholders, liaise with support departments for processes, compliance and risk requirements
- Monitor operational and technical KPIs across all channels to proactively and timely identify any service level disruptions or technical issues at channel or specific service level (in order to, as much as possible, preempt customer complaints)
- Identify processes that are being done manually currently and come up with the ideas to automate these manual process
- Participate in qualified UAT, identify issues and liaise with IT / Platform / respective squads to deploy fixes on timely basis such that post go live mínimal issues are faced
- Monitor complaints and customer satisfaction levels post service implementation. This would also mean identifying and launching new tools to achieve above objective
- Ensure that processes designed are aligned with Compliance and internal Bank's policies
- Identify broken journeys and liaise with respective Product Owners
- Work on creating Dashboards
- Preparing presentations for Senior leadership
- Migrate customers to cost effective channels
Job Type:
Contract
Contract length: 6 months
Ability to commute/relocate:
- Dubai: Reliably commute or planning to relocate before starting work (required)
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