Customer Service Specialist (Emiratization)

The Customer Service Specialist’s primary responsibility is to provide an outstanding customer experience by taking full ownership of resolution for all customer needs. They will interact with customers across a variety of channels (primarily digital, but also in the community centre) and take end-to-end ownership for resolving the customer’s query / issue and communication around this.

Key responsibilities:

• Drive customer satisfaction through exceptional service. Deliver resolution to requests and issues through a variety of channels, by actively listening to understand the customer’s needs.
• Take full ownership of providing resolution to customers
• De-escalate situations involving dissatisfied customers, offering assistance and support with service recovery to clients if needed.
• Identifying business opportunities and presenting relevant products or services to customers.
• Develop a strong, value-added relationship with current and prospective customers by engaging in conversations that uncover their current and future financial needs.
• Increase customer satisfaction scores by consistently providing top-notch service that anticipates and resolves needs seamlessly.
• Achieve customer loyalty as a key driver of sustainable growth, through client retention policy and tools.
• Striving for continuous learning and development to enhance skills and knowledge and attend assigned trainings.
• Participating in regular performance reviews and actively seeking feedback for improvement.
• Understanding clients’ financial needs and address at the same time, educating customers about our products and services offered and to cross sell bank products to the customers if required.
• Supporting the bank’s growth and scaling by participating in customer journey and process development, product and feature launches and systems enhancements.
• Handling customers from all segments (including VVIP) for support on all products and offerings
• Maintains customer confidence and protects bank operations by keeping clients’ and banks’ information confidential.
• Support a secure and ethical culture at Ruya, actively participate in all dual-control functions and uphold the code of conduct, ensuring transparency and risk mitigation.