• CBD Bank Careers | Sr. Officer, Customer Experience, Dubai, UAE

    CBD Bank Careers | Sr. Officer, Customer Experience, Dubai, UAE

    Location: Dubai - United Arab Emirates

    Job Description

    Role is responsible for the internal communication of product and process information, ensuring the required governance is in place for new launches and changes that are implemented. The role is also responsible for the fixing of process gaps identified through complaints handling and VOC surveys.

    Duties and Responsibilities

    Your main responsibilities in this role include the following:

    • Service Performance and Customer Feedback

    • Contacting customers within defined TAT for surveys and hot alert calls

    • Record feedback and report in detail for effective reporting

    • Monitor email responses of the CCBB Service Desk for TAT adherence.

    • Conduct adhoc service audit checks on various functions for service standard and TAT adherence

    • Assist in the handling of complaints as per requirement and in compliance with the complaints handling process defined.

    • Identify gaps in product, process and soft skills, from Voice of Customer program, Complaints handling and other Customer Experience functions and take forward actions to fix them.

    • Create an engaging environment through collaboration with the units supporting businesses for high levels of service delivery and customer satisfaction levels

    • Governance

    • Liaise with Process/Product owners for the implementation of Governance checklists for new launches and changes to existing information.

    • Drive the compliance to the checklists within timelines and in liaison with all stakeholders

    • Engage with all stakeholders for the compliance and implementation of the checklists

    • Communication and Service Excellence

    • Remain fully updated on Bank’s policy and procedure, products / services to ensure accuracy in monitoring and information updated on channels.

    • Update Product Portal with information provided within the SLA

    • Close coordination with Business/ Channels/ Products/ Marketing etc. to ensure that all customer communication is clear , accurate and uniform and customer centric

    • Accurate and timely circulation of the Communication Board

    Job Requirements

    • Graduate, preferably in commercially oriented discipline with recognized diploma in Banking.

    • 5-8 years of overall Banking experience with specialized experience in customer research, management of service quality metrics, service measurement and customer experience functions

    Job Details

    Company: Commercial Bank of Dubai - CBD

    Employment Type: Full-time

    Job Location: Dubai, United Arab Emirates