Officer, Customer Support

3 days ago


Abu Dhabi, Abu Dhabi, United Arab Emirates Daman - National Health Insurance Company Full time
Job Responsibilities
  • Receive and review customer complaints submitted through various channels such as phone, email, social media, or online platforms.
  • Investigate complaints by gathering relevant information from customers, internal teams, and any other relevant sources.
  • Work with relevant departments or teams to find solutions to customer problems.
  • Provide timely and effective responses to customers with the aim of resolving their complaints to their satisfaction.
  • Escalate critical cases as per set process and delegation of authority.
  • Maintain open and clear communication with customers throughout the complaint resolution process.
  • Explain company policies, procedures, and possible solutions to customers.
  • Follow up with customers to ensure that their issues have been resolved and that they are satisfied with the outcome.
  • Build and maintain positive relationships with customers by demonstrating empathy and a commitment to resolving their issues.
  • Identify opportunities for service recovery and implement measures to prevent future complaints.
  • Ensure that complaint-handling processes adhere to company policies, industry regulations, and quality standards.
  • Participate in training and quality assurance programs to improve complaint management skills.
Key Requirements and Qualifications
  • Bachelor's degree in a relevant field (e.g., Business, Customer Service, Quality Management).
  • Previous working experience in Customer service with focus on Complaints management is a plus.
  • Knowledge of using customer relationship management (CRM) software and data analysis tools is a plus.
Skills and Competencies
  • Strong communication skills, both verbal and written.
  • Excellent problem-solving and analytical abilities.
  • Empathetic and patient demeanor.
  • Knowledge of relevant industry regulations and compliance standards (if applicable).
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