Officer Client Excellence, Transguard Group UAE

Transguard Group presently has a job opening for eligible candidate for position of an Officer Client Excellence in Dubai, UAE. This job was listed by Transguard Group on 15th September 2023 and is now open for desirous applicants.

Job Purpose of An Officer Client Excellence

The job purpose of an Officer of Client Excellence is to ensure exceptional customer experiences by managing client relationships, addressing inquiries, and enhancing overall satisfaction.

Duties of An Officer Client Excellence

• Hold a full grasp and understanding of the Client Excellence & Service Delivery SOP and always operate in-line with the SOP guidelines.
• Handle customers’ requests / complaints logged on iServe in a quick and efficient manner and ensure customers are satisfied with the response and service provided
• Raise awareness on iServe amongst bank’s staff and customers and drive utilization of the platform.
• Promote the correct approach for logging queries and requests on the platform and not writing directly to back-office functions by customers and front-office staff.
• Ensure effective coordination with other departments across the bank including Products, Sales, Operations, Trade, Credit, Clearing, Payments, Relationship Management, Branch Network etc to help answer and close customers’ requests and issues.
• Help identify potential product / process enhancements in-line with the requests / complaints being received via iServe and effectively coordinate with other departments i.e. Products, Operations etc, to implement these enhancements.
• Prepare daily, weekly & monthly reports relating to iServe to share with the Team Leader.
• Support customers in onboarding onto our products and services by providing the necessary forms and guidance on filling out these forms Including digital submission of eForms.
• Handout relevant digital leaflets and flyers to customers to promote bank Products and Services which are relevant for them.

What You’ll Do More?

• Advise customers on digital solutions provided by bank and how these could help the customer’s organisation.
• Help guide customers on digital completion of transactions on iBusiness, FCC, iServe and other TBG digital platforms.
• Help customers to update their registered contact details as required to ensure they are able to use the iServe platform.
• Comply with the Authentication agreement and policies and procedures of the Bank for information exchange and customer handling.
• Maintain the spirit of CODE by supporting the IBG/CBG teams and Back Office Units as and when required.
• Proficient dealing with customer queries to provide appropriate solutions to enhance the customer satisfaction levels.
• Log all complaints received from customers on the CRM for routing to the Complaints Handling Unit.
• Remain fully updated on Bank’s policy and procedure, products / services to ensure prompt quality service to clients.
• Record all ideas and suggestion provided by customers on CRM for further analysis and action.

Who Can Apply?

Qualification

• Bachelor’s degree in a relevant field such as Business Administration, Marketing, Customer Service Management, or a related discipline.

Experience

• 3-4 years of experience in similar role.

Skills Desired

• Good command of English.
• Arabic language skills are very beneficial.
• Report writing skills.
• Communications skills.
• Negotiation skills.
• Computer skills.
• Good awareness of Technology and digital trends.
• Passion for customer service and delighting customers.
• Good problem solving skills & keen eye for making operational enhancements.

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