Customer Service Agent/Fee Officer

Uowdubai; Dubai; On-site; AED 60,000 - 80,000; Full time

Benefits offered by this job

Competitive tax-free salary

Comprehensive medical insurance

Annual leave of 25 days

End-of-service gratuity

Job summary

A leading international university in Dubai is looking for a Customer Service Agent/Fee Officer to join its Finance team. The role involves managing student fee inquiries, processing payments, and maintaining financial records in a fast-paced environment. The ideal candidate should have 3-4 years of customer service experience, preferably in finance or education, along with strong communication skills. This position also supports finance automation initiatives and offers a tax-free competitive salary with benefits such as medical insurance and annual leave.

Qualifications

• 3–4 years’ experience in a customer service role, preferably in finance or education.
• Experience handling financial transactions and maintaining accurate records.
• Strong communication skills, with a service-oriented mindset.

Responsibilities

• Manage student inquiries via email, phone, and in-person.
• Process fee payments and maintain accurate records.
• Contribute to finance automation initiatives.

Skills

Customer service experience

Financial transaction handling

Strong communication skills

Conflict-resolution skills

Attention to detail

Job description

UOWD10721 - Customer Service Agent/Fee Officer

Business Unit

Administration

Job Family

Not Applicable

Department

Finance

Contract Type

Limited Contract Full Time

Location

Dubai

About the Role

UOWD is seeking a Customer Service Agent / Fee Officer to join the Finance team and play a key role in supporting the University’s student finance operations. This position is student‑facing and service‑oriented, with responsibility for managing fee inquiries, processing payments accurately, maintaining financial records, and collaborating with internal teams to resolve student finance matters.

The role operates in a fast‑paced, student‑focused environment and contributes to service quality, data accuracy, and operational efficiency. The successful candidate will also support finance automation initiatives, including Robotic Process Automation (RPA), by contributing process knowledge and validating automated outputs.

Key Responsibilities

Student Fees & Customer Service

• Manage student inquiries at the finance/fee counter, via email, and by phone, providing clear, accurate, and timely responses
• Process student fee payments and update records accurately in the finance system
• Maintain professional, consistent, and service‑focused interactions with students
• Ensure accurate maintenance of fee records within the finance system
• Generate and maintain fee‑related reports
• Track outstanding balances, discrepancies, and payment issues, escalating where appropriate

Collaboration & Process Improvement

• Work closely with Admissions, Registry, Colleges, and other internal teams to resolve student finance queries and streamline workflows
• Participating in RPA process deep‑dive sessions
• Identifying automation opportunities
• Monitoring RPA outputs and providing timely feedback post‑deployment

Strategic Contribution

• Contribute to quarterly goal‑setting exercises and OKRs
• Participate in daily SCRUMs and weekly reviews to track progress and support continuous improvement in service delivery and operational efficiency

This role operates primarily on campus in a high‑interaction, service‑focused environment. Occasional evening or weekend work may be required to support university events such as graduation or peak service periods.

Key Relationships

Internal: Finance team, Admissions, Registry, Colleges, Student Services, IT

External: Students, banks, cash collection agents

Qualifications, Experience & Skills

• 3–4 years’ experience in a customer service role, preferably within an educational, finance, or fee‑processing environment
• Experience handling financial transactions and maintaining accurate records
• Strong communication skills and a service‑oriented mindset
• Experience working in a university or student‑services environment
• Exposure to financial systems and basic reporting
• Willingness to learn and support finance automation initiatives (e.g. RPA)
• Strong customer service and conflict‑resolution skills
• Excellent attention to detail and organisational ability
• Ability to work calmly and effectively under pressure
• Clear verbal and written communication skills
• Basic proficiency in computer systems and data entry
• Collaborative mindset and commitment to continuous improvement

Compensation and Benefits

• Competitive tax‑free salary, commensurate with qualifications and experience
• Comprehensive medical insurance for the employee (and eligible dependents, subject to policy)
• Annual leave entitlement of 25 working days
• Public holidays as per the UAE calendar
• End‑of‑service gratuity, in accordance with UAE Labour Law
• Access to a stable, well‑governed working environment within a reputable international university
• Opportunities to contribute to institutional improvement, automation initiatives, and professional development

UOWD is an equal opportunity employer that attracts, develops, motivates, empowers, and retains a diverse workforce.