Customer Service Specialist

Travelex; Sharjah; On-site; AED 30,000 - 60,000; Full time

Job summary

An established industry player in currency exchange is seeking a dedicated Customer Relationship Specialist. This role involves building and nurturing customer relationships through effective communication and complaint resolution. You will ensure compliance with regulations while maintaining high customer satisfaction. Join a dynamic team where your contributions will directly impact customer experiences and service improvements. This position offers an opportunity to develop your skills in a supportive environment and make a difference in the financial services industry.

Qualifications

• Strong skills in managing customer relationships and resolving complaints effectively.
• Knowledge of Consumer Protection Regulations and compliance standards.

Responsibilities

• Build relationships with customers through calls and emails, customizing their experience.
• Manage and resolve customer complaints transparently and efficiently.

Skills

Customer Relationship Management

Complaint Resolution

Communication Skills

Regulatory Compliance

Data Protection Standards

Tools

Workday

Job description

Job Responsibilities

1. Build and nurture relationships with customers through inbound calls and emails, understanding their travel and currency needs, and customizing their experience accordingly.
2. Assist in resolving Travelex-related queries, including providing rates, store details, and additional information on products and services.
3. Receive and address customer complaints, whether directly through phone/email or via branches.
4. Manage customer complaints with transparency and honesty, ensuring they are resolved within the agreed turnaround times.
5. Maintain a register to record all complaints, regardless of their nature.
6. Assess customer satisfaction based on post-complaint survey results and provide feedback to management for service improvement.
7. Ensure implementation of Consumer Protection Regulations issued by the Central Bank of UAE across the UAE Business.
8. Ensure team compliance with company and location policies, including Audit, Risk, Health & Safety, Security, KYC checks, and timely completion of training.
9. Provide retail management with feedback on customer complaints and suggestions for improvement.
10. Adhere to Data Protection and financial regulation standards in every call, while achieving business metrics such as compliance, customer satisfaction, and call handling.
11. Communicate best practices regularly.
12. Complete all Workday activities promptly.
13. Keep team members updated on the latest company policies and procedures.
14. Support compliance checks as required, such as KYC and staff knowledge assessments.
15. Assist with store visits to review visual standards and conduct independent C.A.R.E observations.

The above list is not exhaustive; you may be asked to perform additional tasks as needed to meet organizational objectives.