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 center) and take end-to-end ownership for resolving the customer’s query / issue and communication around this.

• 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.

Skills

• Demonstrating complete focus and understanding of the customer's concerns, always putting customer first and actively resolving stated and unstated customer needs.
• Possesses effective upselling skills and the ability to generate value from new products.
• Adapting to new procedures, technologies, and situations with ease and flexibility.
• Demonstrates self-motivation and personal drive, multitasking abilities.
• Willing to adapt quickly and accept dynamic changes and updates to BAU
• Strong understanding of Financial Banking Products/ Services.
• Familiar with all Digital Platforms interactions ie. Calls, chats, video calls, emails etc.
• Proficient in basic computer systems for accurate and efficient data handling
• Proficient in Microsoft suite (Word, Excel and PowerPoint)
• Bilingual in English at 1 other language at least (e.g Arabic/Hindi/Urdu)
• Possesses excellent oral and written communication skills, sales and customer service skills.
• Demonstrates meticulous attention to detail and troubleshooting abilities.
• Exhibits strong interpersonal skills and exceptional organizational skills.
• Demonstrates effective problem-solving abilities and ownership capabilities
• Min 1 year experience in financial Banking Industry.
• Call Centre/ Customer Service/ Branch Service / banking experience is a must
• Understanding of local/International and UAE Central Bank rules and regulatory requirements.
• Islamic banking experience preferred