Customer Service Manager Full Time

Job Overview  

As Customer Service Manager at Emirates NBD, your role is

To ensure an exceptional service and resolving operational issues exclusively for Priority Banking customers. The objective is to ensure prioritization of processing for Priority Banking customers’ requests at Priority Banking centers and liaise with retail branch for PRB customer related matters. The Customer Service Manager is responsible for all CSR’s reporting to him/her at the main Priority Banking center and other PRB centers mapped to it.

Responsibilities 

• Guide and coach CSRs in handling customers queries receive through the following channels like CRM, Customer Walk-In, Escalations from HO/GCE/Central Bank other units
• Problem solving for operational matters and support Relationship Manager/Area Manager on overall service issues and be the first point of contact for Service in PRB center
• Manage service escalations at branches where Customer Relationship Officer need help in handling
• Seek and obtain clarifications from various support units
• Ensure process, policy and procedures are followed by Customer Relationship Officer as per SIM online guidelines.
• Responsible for escalations services issues of non-Priority Banking branches mapped to the PRB segment and ensure all customer queries raised are handled within TAT
• Ensure Relationship Manager’s customer requests are handled, and assistance provided
• Ensure Priority Banking VIP /Royal customer requests are handled efficiently. Empowerment in handling VIP customer requests.
• Avoid any service/ CRM escalations. Maintain 0% escalations department wise & ensure to follow-up on pending SRs in other Departments and to reduce overall segment escalations

To be successful in this role, you will need the following skills and experience…

• Bachelors /Graduate in any stream – preferably commerce/banking
• Banking experience -3 to 5 years
• Team Management Experience – Min 2 to 3 years
• Experience in Customer Service/Operations/Relationship Management

What we offer you

• Competitive salary package
• Strong emphasis on work-life balance and wellbeing across the bank
• World-class Learning & Development platform and career development
• Generous annual leave entitlement and Private Healthcare
• Preferential banking facilities for employees