Customer Service Specialist

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

Job summary

An established industry player is seeking a dedicated professional to enhance customer experiences through effective complaint resolution and relationship management. This role involves addressing customer inquiries, ensuring compliance with consumer protection regulations, and maintaining high standards of service. You will play a pivotal role in managing customer satisfaction and contributing to continuous improvement initiatives. If you are passionate about delivering exceptional service and thrive in a dynamic environment, this opportunity is perfect for you.

Qualifications

• Experience in managing customer relationships and resolving complaints.
• Strong understanding of consumer protection regulations.

Responsibilities

• Build relationships with customers through calls and emails.
• Resolve customer complaints efficiently and transparently.
• Ensure compliance with company policies and regulations.

Skills

Customer Relationship Management

Complaint Resolution

Communication Skills

Data Protection Compliance

Consumer Protection Regulations

Job description

Building and nurturing relationships with customers through inbound calls and emails, understanding their travel and currency needs, and customizing their experience accordingly.

Assisting in resolving Travelex-related queries, including providing rates, store details, and additional information on products and services.

Receiving and addressing customer complaints, whether directly through phone/email or via branches.

Ensuring customer complaints are managed without bias, maintaining transparency and honesty in all communications.

Ensuring customer complaints are resolved within the agreed turnaround times.

Maintaining a register to record all complaints, regardless of their nature.

Assessing customer satisfaction based on post-complaint resolution surveys and providing feedback to management for service improvement.

Implementing Consumer Protection Regulations issued by the Central Bank of UAE across the UAE business.

Ensuring team compliance with company and location policies, including audit, risk, health & safety, security, CAR, and KYC checks, and completing training within the required timeframe.

Providing retail management with feedback based on customer complaints and suggestions for improvement.

Adhering to data protection and financial regulation standards in every call while achieving business objectives and metrics such as compliance, customer satisfaction, and call handling.

Regularly communicating best practices.

Completing all Workday activities promptly.

Ensuring team members are updated on the latest changes or updates in company policies and procedures.

Supporting compliance checks when required in any location requested by management, such as KYC checks or staff knowledge checks.

Supporting store visits, reviewing visual excellence, and conducting independent C.A.R.E observations in stores.

The above is not an exhaustive list of duties; you will be expected to perform different tasks as necessitated by your evolving role and the organization’s overall business objectives.

Required Experience:

Unclear Seniority