Emirati Talent - Fresh Graduates Job Opportunities

Job Description

Key Responsibilities:

• Ensure all customer queries and problems are reported and highlighted to the relevant department and get resolved within the stipulated time frame.
• Ensure every call is handled, logged into the system and updated in the relevant applications correctly.
• Track journey‑related issues, actions, and dependencies across teams.
• Support governance forums with status updates, trackers, and decks.
• Lead change management initiatives to embed CX values into frontline behaviors, performance goals, and BAU operations.
• Learn and understand the end-to-end complaints resolution process.
• Assist in quality assurance activities to ensure compliance with standards and regulations.
• Support the preparation of insight reports, presentations, and executive-ready summaries that translate data into clear and actionable business insights.
• Assist in exploring large volumes of customer feedback using digital and AI-supported tools.
• Strong comfort with numbers, structured data, and pattern recognition. Should be able to look at a dataset and ask the right questions - not just process it.
• Prepare an accurate and thorough MIS for the management that includes emails-based client enquiries.
• Coordinate between Contact Center and other concern department.
• Ensure implementation and follow up of internal process.
• Confirm the customer activities either by calling or observing the genuine calls or by sending digital confirmation.
• Measure, monitor and achieve all defined and agreed Service Quality (SQ) and productivity improvement measures.
• Timely and robust checks of the daily financial reports.
• controls and identify improvements in controls to safeguard the Group from possible financial and/or reputation losses.
• All the above accountabilities include but not limited to any additional/new tasks or responsibilities assigned by the line manager.

Professional Skills:

• Structured thinking
• Stakeholder communication
• Executive summarisation
• Customer-centric and governance‑oriented
• Training program development and facilitation
• CRM adoption and customer insight utilization
• Customer advocacy program management
• Structured and analytical thinking
• Clear communication and ability to explain insights in a simple and structured manner
• Discipline and attention to detail in handling and interpreting data
• Digital fluency - Comfortable with tools, learns new platforms quickly.