Customer Service Manager

Role       : Customer Service Manager
Location : Abu Dhabi                            
Role Purpose:
Deliver Excellent customer service in accordance with agreed standards 
    
Key Accountabilities of the role      
 

• Responsible to close customer complaints and ensure that customer is satisfied with the service provided
• Respond to customer service issues in a timely manner
• Leading a team of customer service officers to handle customer complaints, retention of customers
• Responsible for training the customer service agents on guidelines, procedures and service delivery
• Ensure TAT is adhered to and where possible exceed customer expectations including response time
• Co-ordinate and liaise with other departments in a professional manner
• Deliver right levels of service skills support  to the customer service agent 
• Participate in regular review and development meeting with key stakeholders
• Ensure compliance with bank policies
• Retain customers in line with the pricing matrix
   

Specialist Skills / Technical Knowledge Required for this role:
 

• Customer service skills in order to resolve customer complaints
  
• Display flexibility in dealing with clients and other team members
• Excellent problem solving skills
• Excellent communication skills
• Excellent  negotiation skills 
• Ad-hoc problem handling 
• Very good training skills
• 2 years experience