Customer Support Officer

1 week ago


Dubai, Dubai, United Arab Emirates Darexchange Full time
Job DescriptionWe are seeking a customer-oriented and knowledgeable individual to join our team as a Customer Support Officer.

In this role, you will be responsible for providing exceptional customer service to a diverse clientele, ensuring compliance with consumer protection regulations, and assisting with various administrative tasks.

Job Requirements
Handle customer complaint management and resolution procedure effectively.
Maintain a thorough understanding of UAE consumer protection regulations related to money exchange services.

Monitor all the channels for complaint reporting and escalation (by email, Phone Numbers, Websites, and Social Media; and escalation at the branch level).Effective respond and resolution within the turnaround time (TAT).Address the confidentiality of Consumer Complaint information.

Maintain records and customer complaint log.
Maintain high level of professionalism when dealing with the customers and liaising with the internal and external parties.
Monitor and report unresolved complaint with 5 days after the end of every month to the Senior Management.
Timely and accurate regulatory reporting.
Design, liaise, and implement Consumer Education and Awareness Program Initiatives/Activities Plan for the entire year.

Timely and accurate internal reporting to the Manager-in-ChargeReporting of the progress of the complaints and on noticeable trends to the Senior Management.

Provide annual customer service and consumer protection training to retail employees and staff.
Follow the proper record retention and documentation policy.
SalaryAED3,000.00 – AED4,000.00 per monthExperience
Minimum 2 years of experience in customer support in financial institutions or a related field.
Excellent communication and interpersonal skills, with the ability to build rapport with people from diverse backgrounds.
Familiarity with UAE consumer protection regulations related to money exchange services.
Language
Fluent English is a mustFluent Arabic is highly preferable
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