Customer Support Officer

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-Charge
• Reporting 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.