Job Description
The Customer Service & Excellence (CSE) team member is responsible for delivering high-quality client support, driving operational excellence, and fostering strong relationships across internal and external stakeholders. This role requires foundational system knowledge, process expertise, and a proactive approach to resolving issues and enhancing client satisfaction. The team member will operate remotely from Jordan, providing dedicated support to clients based in the UAE.
Responsibilities
Technical & Operational Support
- Act as Level 1 Technical Support for accounts managed by the CSE team.
- Utilize system knowledge and process expertise to resolve client issues efficiently.
- Escalate unresolved issues internally to ensure timely resolution.
Customer Complaint Management
- Ensure customer ticket stability by adhering to complaint management principles.
- Maintain a structured approach to tracking and resolving client-reported issues.
Issue Resolution & Escalation
- Support the team in resolving high-priority issues with potential financial, reputational, or service impact.
- Record all client issues—escalated or not—in the issue register.
- Escalate breaches in turnaround time (TAT) to the CSE Senior Manager promptly.
Client Engagement & Feedback
- Conduct daily/weekly discussions with the team on open client issues.
- Ensure client feedback is shared with relevant units:
- If within operations: ensure resolution.
- If outside operations: escalate to respective team heads (e.g., Projects, Business, Finance).
Follow-ups & Coordination
- Undertake internal follow-ups and manage upcoming operational requirements for each client.
- Ensure traction on pending customer issues, especially those awaiting confirmation from banks.
Accessibility & Attitude
- Remain accessible and responsive to client needs.
- Display energy, ownership, and passion in delivering excellent support to banks and clients.
Process Control & Compliance
- Ensure adherence to process controls within the unit.
- Complete additional unit-related activities in a timely and compliant manner
Qualifications
Education: Bachelor’s Degree/Relevant Qualification
Experience Type:
- At least 2-3 years of experience in an payments space.
- Customer Service/Relationship and Middle East experience highly desirable.
- At least 1 years of experience in Card operations (Acquiring preferable).
- Strong problem solving skills.
- Excellent English language skills; Preferably speaks Arabic
- Good Systems Knowledge
- Good internal process Knowledge
Job Specific Skills:
- Technical & Process Proficiency: Basic system knowledge and understanding of operational workflows to provide Level 1 support and resolve client issues effectively.
- Outstanding interpersonal, leadership and team working skills
- Outstanding communication and negotiation skills - both verbal and written
- Strong cultural awareness and knowledge
- Be the one point focal contact point for all banks allocated
- Strong System level Knowledge , Way4 etc.
- First Level Resolution Skills
- Good Customer relation with NI Key clients
