Customer Care Analyst

1 week ago


Dubai, Dubai, United Arab Emirates Reach Employment Services LLC Full time
We are currently looking for Customer Care Analyst to join one of our clients in Dubai.

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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