• Ensure SLA compliance across all customer touchpoints (calls, email, complaints) and measure SLA adherence percentage, number of SLA breaches, and average response time versus SLA.
• Manage and resolve customer complaints within defined timelines, focusing on complaint resolution turnaround time and backlog aging.
• Improve customer satisfaction and overall experience by tracking CSAT score, NPS score, and customer feedback trends.
• Drive first contact resolution and reduce repeat contacts by monitoring first contact resolution percentage and repeat contact rate.
• Maintain quality standards in all customer interactions by assessing QA score percentage, audit results, and error rate.
• Monitor and enhance team productivity and operational efficiency, focusing on cases handled per agent, average handling time, and utilization rate.
• Ensure accuracy and completeness of CRM case data, aiming for high data completeness percentage and low error rate in CRM entries.
• Ensure compliance with SOPs, policies, and regulatory requirements by maintaining a high audit compliance score and minimizing instances of non-compliance findings.

Required Skills To Be Successful:

• Excellent interpersonal, facilitation, and presentation skills.
• Ability to manage multiple client accounts and set priorities effectively.
• Proactive problem-solving and conflict resolution skills.
• Understanding of customer care processes and complaint handling.

What Qualifies You For The Role:

• Bachelor's degree in Business or Operations is preferred.
• 1-2 years of customer care or contact center experience, ideally within financial services in the UAE or GCC.
• Proven ability to maintain organized tracking systems for client interactions and set priorities to manage multiple client accounts effectively.
• Strong understanding of customer care processes and complaint handling, coupled with proactive problem-solving and conflict resolution skills.