Customer Care Analyst Dubai UAE

Position: Customer Care Analyst

Date posted: 2023-06-26

Industry: other

Employment type: Full Time

Experience: 3 to 5 year

Qualification: Bachelor’s Degree holder

Salary: AED 5000 to 10000

Location: Dubai, United Arab Emirates

Company: Confidential

Description:

We are currently looking for Customer Care Analyst to join one of our clients in Dubai.

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 minimal 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
• Candidates must be in the UAE.
• Candidate should have experience in banking industry.