• Leading and supervising a team of customer service representatives.  This involves hiring, training, and evaluation CSRs, as well as providing coaching and guidance to ensure high-quality service delivery.
• Developing and implementing customer support strategies and procedures to improve customer satisfaction and promote customer loyalty. This includes setting service standards, establishing performance goals, and monitoring team performance to ensure adherence.
• Assisting in the resolution of complex customer enquiries and escalations.
• Maintain a professional and empathic approach while handling challenging situations.
• Conducting regular quality assessments of customer interactions to ensure compliance with bank’s policies, proper handling of enquiries, and adherence to service standards.
• Providing feedback and coaching to representatives to facilitate their professional development.
• Collaborating with internal stakeholders such as Product & Proposition, Customer Experience and Ops, to identify process gaps and implement improvements that enhance overall customer experience.
• Continuously seeking opportunities to streamline procedures and increase efficiency.
• Gathering customer feedback and insights to inform strategic decisions and identify area for improvement.
• To continuously strive for self-development and improvement by identifying training/coaching needs and communicating them in a timely manner to the center manager as appropriate.
• Identifying training needs and organizing relevant training programs to continually enhance the skills and knowledge of customer service representatives in the team.
• Ensuring team is up-to-date with product & process knowledge and best practices.

Skills Required:

• Relevant education with minimum of Bachelor’s Degree
• Relevant experience in similar job
• UAE experience preferred
• Banking products and operations
• Oral and written communication 
• Business and customer oriented
• Team player