Premiere Care Officer

UAE NATIONALS PREFERRED

Job Purpose

• Receive and manage complaints from critical channels including Central Bank, Media, and Senior Management.
• Respond to inquiries received through these channels promptly.
• Initiate service recovery processes for complainants based on agreed procedures.
• Coordinate and provide feedback to relevant departments, branches, or units for escalated service requests
• Regularly maintain the VIP Client List.
• Handle and resolve VIP complaints from start to finish.
• Monitor the turnaround time (TAT) for complaints and requests, escalating when necessary.
• Proactively deliver selected services to VIP customers.
• Set a positive example for the organization in delivering excellent customer service.
• Manage customer expectations by suggesting and facilitating solutions.
• Ensure complaints have been effectively addressed.
• Premiere Care’s goal is to provide enhanced service and a superior experience for VIP customers.
• Identify process gaps for business and process improvements.
• Identify root causes of top complaints.
• Proactively enhance the customer experience for VIP clients.
• Ensure coordination with various units to provide faster resolutions for customer issues.

Main Responsibilities

• Record the complaint in the system under the relevant parameters and establish contact with the customer to provide the complaint reference number.
• Investigate and follow up with the concerned departments, units, or branches to reach a suitable resolution for the customer’s complaint and communicate it appropriately.
• Share critical cases with management and suggest appropriate solutions to ensure a smooth process without an increase in future complaints.
• Record the inquiry in the system under the relevant parameters and establish contact with the customer to provide the reference number.
• Investigate and follow up with the concerned departments, units, or branches to reach a suitable resolution for the customer’s inquiry and communicate it appropriately.
• Share critical cases with management and suggest suitable solutions in case of any process gaps.
• Provide a detailed analysis for each valid complaint received to determine eligibility for compensation according to the agreed matrix.
• If the customer is eligible for compensation within the approval matrix, select and convey the compensation method to the customer.
• Maintain the VIP list continuously, including deletions and additions.
• Coordinate with key business and support units for regular updates of the VIP list.
• Create a clear process for adding VIP clients and make it available to other units.
• Assist and resolve all VIP complaints and SRS with other units.
• Track and monitor all VIP requests through various channels, such as CRM, Finacle, Tracksoft, Finone, and Vision+.
• Track performance continuously.
• Escalate any issues related to VIP complaints or requests with top priority.
• Proactively monitor and ensure the delivery of select services to VIP Customers.
• Maintain regular contact with VIP customers via email or phone for proactive services.
• Conduct regular health checks for services provided to VIP Customers and take action if any services need to be delivered.
• Establish a clear relationship with all VIP Customers for any future escalations, serving as a one-stop shop.