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customer support analyst

Theintechgroup

As a Customer Success Analyst, you will be responsible for resolving customer care queries related to transaction issues, account issues, and product understanding as the first point of contact for our corporate customers. You will address customer queries while navigating multi-geography complexities, including regional regulatory nuances and time zone differences. All this should be done displaying professionalism, exercising agility, adapting behavior, and implementing feedback.You will also work cross-functionally with other verticals to address customer case queries, refine customer query handling, and enable closed-loop feedback for better engagement and continuous improvement. Additionally, you'll coordinate with financial service providers across regions on a case-by-case basis to resolve escalated issues, ensuring alignment with established protocols. You will compile and update performance summary KPIs (e.g., resolution rates) to ensure consistency in performance and scope for improvement. You will leverage the required tools and performance metrics to ensure a data-driven approach to customer service excellence.Key daily activities around customer servicing in the region for corporate customers will require the analyst to:<ol><li>Address and provide the best possible solution on a first contact resolution basis for queries pertaining to transaction issues, account-related issues, platform/technical issues, or basic product understanding.</li><li>Respond to customer queries with a sense of urgency, in line with policy guidelines.</li><li>Provide multi-channel support to customers and escalate complex issues across geographies, ensuring consistent service delivery.</li><li>Use various tools and software for swift query resolution.</li><li>Develop a thorough understanding of the customer servicing module and maintain up-to-date knowledge of the platform's features and functionalities.</li><li>Monitor emails, calls, and chat inquiries from customers along with key progress/update on each.</li><li>Collaborate with relevant teams to gather additional details for effectively addressing customer queries and support the closed-loop feedback process to enhance customer engagement and identify potential improvements.</li><li>Provide/upload daily reports on key customer service metrics, including region-specific trends and escalations, to ensure performance consistency and efficiency.</li><li>Escalate complex customer care issues urgently to relevant stakeholders, in alignment with regional protocols and compliance standards.</li><li>Question existing practices and drive innovation in user support strategies and operational processes.</li><li>Always act as an ambassador for DP World, promoting positive behaviors in harmony with DP World's principles, values, and culture, and adhering to the Code of Conduct and Ethics policies.</li><li>Perform other related duties as assigned.</li></ol> Qualifications <ul><li>A bachelor's degree along with 1-2 years of prior experience in a customer-facing role in the financial services or payments industry.</li><li>Proficiency in English and relevant regional language(s).</li><li>Experience working with customers across multiple geographies or in a global team is highly desirable.</li><li>Exceptional verbal, written, social, and interpersonal skills, as well as expertise in building long-term strategic relationships.</li><li>Skilled at understanding customers' issues and recommending appropriate solutions.</li><li>Strong client service orientation: listening, critical thinking, analytical skills, and a high degree of empathy.</li><li>Ability to thrive in a multi-tasking environment, adjust priorities on-the-fly, and focus on details.</li><li>Ability to quickly adapt to new tools, processes, and customer engagement strategies.</li><li>Experience working in a digital payments company or fintech involved in cross-border transactions would be a plus.</li></ul>Experience working in a B2B setup would be a plus.<img src="https://www.jobg8.com/Tracking.aspx?Lpr6zL7TZRF8WcsKNo78dL%2bbIbrY3kkDy" width="0" height="0" />

Director - Accounts & Finance

United Al Saqer Group

Job DescriptionEstablished more than 40 years ago, the United Al Saqer Group (UASG) is one of the leading multi-sector business groups in the United Arab Emirates. The UASG owns and operates a diverse yet complementary portfolio of six UAE-based companies encompassing several key industry sectors, which includes Abu Dhabi Motors, Dalma Motors, Al Saqer Heavy Equipment, Al Saqer Property Management, Royal International Construction, and Royal Joinery.We are recruiting an Autoline Support Analyst to join our exceptional ICT Department. The role will involve the delivery of a wide range of technical solutions, working on multiple projects in parallel and being responsible for the delivery of technical tasks on those projects.Area Of ResponsibilitySystem Support &amp; TroubleshootingProvide day-to-day functional and technical support for Autoline (Keyloop/CDK) Dealer Management System users across multiple business units.Diagnose, analyze, and resolve application issues related to Sales, Service, Parts, CRM, and Accounting modules.Log, track, and resolve incidents using the company s helpdesk or escalation system.Coordinate with software vendors for unresolved or complex technical issues.User Management &amp; ConfigurationManage user access, permissions, and security roles within the Autoline system.Configure workflows, settings, and user profiles according to operational requirements.Support new module or branch setups, data migration, and configuration activities.System Maintenance &amp; UpdatesMonitor system performance and ensure application availability and reliability.Assist in software upgrades, patch management, and UAT (User Acceptance Testing).Verify system functionality post-upgrade and coordinate with internal IT teams.Training &amp; User EnablementConduct onboarding and user training sessions for new and existing employees.Develop and maintain user manuals, SOPs, and training guides.Support staff in effectively using Autoline modules to optimize productivity.Data Integrity &amp; ReportingEnsure data accuracy and consistency across all modules and departments.Generate and support operational reports and dashboards as per management requirements.Facilitate integrations between Autoline and third-party systems such as CRM, ERP, and BI tools.Process Improvement &amp; DocumentationIdentify system inefficiencies and recommend workflow or configuration improvements.Maintain documentation, change logs, and standard operating procedures.Participate in internal system audits to ensure data and IT governance compliance.Collaboration &amp; CoordinationWork closely with department heads to understand business needs and translate them into system solutions.Liaise with IT infrastructure teams on server, network, or access-related issues.Coordinate with vendors for technical support, enhancements, and new features.Job requirementsQualifications &amp; Certifications &amp; Experience (mandatory &amp; Preferred)Bachelor s degree in Information Technology, Computer Science, or related field.Minimum 5 years of experience supporting DMS systems, preferably Autoline (Keyloop/CDK Global).Strong understanding of dealership operations (Sales, Service, Parts, CRM, and Finance).Experience troubleshooting application, database, and access-related issues.Familiarity with SQL, system configuration, and reporting tools.Excellent analytical, communication, and customer service skills.Ability to work under pressure and manage multiple support requests.Technical SkillsSKILLS &amp; COMPETENCIES (Technical, Behavioral, and Soft):Autoline / Keyloop DMSSQL &amp; Data AnalysisSystem Configuration &amp; User ManagementHelpdesk &amp; Ticketing SystemsDMS Integration SupportReporting &amp; DocumentationMicrosoft Office (Advanced Excel Functions)Behavioral CompetenciesCustomer Focus   Understands user challenges and proactively resolves them.Accountability &amp; Ownership   Delivers high-quality results with minimal supervision.Agility &amp; Adaptability   Responds effectively to change and supports others through transitions.Collaboration &amp; Influence   Builds strong cross-functional relationships and resolves conflicts constructively.Result Orientation   Sets clear goals and works proactively to achieve high performance.Location: Abu Dhabi

Autoline Support Analyst

Citi

<div>The Sales Support Intermediate Analyst is an intermediate level position responsible for providing a range of sales support activities including analysis of sales outcomes, opportunities and the creation of proposals in coordination with the Consumer Sales team. The overall objective of this role is to provide support/ancillary services to sales people and across all client segments. 
 
Responsibilities:<ul><li>
Provide sales support by designing and implementing process improvements</li><li>
Support new products, promotions, and projects defined by the business</li><li>
Resolve most issues by applying professional judgment when interpreting data and results</li><li>
Review and provide training material to sales and operations</li><li>
Support sales activities for high profile clients</li><li>
Provide administrative assistance for sales management teams</li><li>
Ensure sales team are compliant with regulations</li><li>
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.</li></ul> 
Qualifications:<ul><li>
Work collaboratively with regional and global partners in other functional units; ability to navigate a complex organization</li><li>
Demonstrated ability to thrive in a structured environment, meticulously follow established procedures.</li><li>
Working knowledge of related industry practices and standards</li><li>
Consistently demonstrates clear and concise written and verbal communication</li><li>
Proficiency with MS office, verbal/written skills, analytical skills</li></ul> 
Education:<ul><li>
Bachelor&rsquo;s degree/University degree or equivalent experience</li></ul> 
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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Job Family Group:
Consumer Sales
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Job Family:
Consumer Sales Support
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Time Type:
Full time
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Most Relevant Skills
Please see the requirements listed above.
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Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. 
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. 
 
View Citi&rsquo;s EEO Policy Statement and the Know Your Rights poster.</div>

Consumer Sales Support Intermediate Analyst - UAE Nationals Preferred - DUBAI

Keeta

Respond to and resolve complex or high-priority customer complaints from various channels, including those escalated by government or regulatory bodies.Review, investigate, and analyze DSAT (dissatisfaction) comments and other customer feedback to identify service gaps and patterns.Work closely with outsourcing partners, support teams, and cross-functional internal stakeholders (such as operations, product, and compliance) to deliver effective solutions and ensure consistent process alignment.Develop action plans and recommendations to prevent recurring issues and enhance the customer experience.Maintain detailed records of escalated cases, resolutions, and communications in CRM systems.Support regular reporting on customer complaint trends and recommend process enhancements to management.Contribute to and support training initiatives, ensuring frontline teams are briefed on effective escalation and resolution best practices.Act as a subject matter expert on escalation protocols and provide coaching to frontline agents as needed.Full-time position; flexibility to support peak business periods and escalated cases as needed.Opportunity to make a measurable impact on the overall customer experience during a critical growth phase.

Escalation Specialist

Vinirma

To provide end-to-end operational and administrative support for the Customer Experience Department by executing manual, process-driven tasks related to complaints handling, quality assurance, reporting, and documentation. The role ensures accurate data entry, system updates, monitoring, and coordination across multiple channels to maintain compliance and enhance efficiency.Areas of Competency<ul><li>Excellent oral and written skills in English and Arabic is a mandate for this position.</li><li>Experience in delivering customer journeys process improvement initiatives in Banks or Financial sector.</li></ul>

Customer Experience Officer

InsuranceMarket.ae™

<div>
 
 As a
 
 Business Analyst / Senior Business Analyst
 
 within the Product function of our digital insurance business, you will play a key role in shaping, launching, and optimizing innovative insurance products and digital experiences. You will work closely with Product Managers, Designers, Engineering, Operations, Underwriting, and Compliance to turn business needs into clear, actionable requirements that fuel scalable, user-centric digital insurance solutions.
 
 
 This is a strategic role suited for an experienced analyst who understands the intersection of business goals, user needs, and digital product delivery, and can lead cross-functional alignment from concept to launch and beyond.
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 Product Discovery &amp; Definition
 
 <ul>
 <li>
 Collaborate with Product Managers to define product goals, value propositions, and success metrics.
 </li>
 <li>
 Facilitate stakeholder interviews, customer research, and competitor analysis to inform product roadmaps.
 </li>
 <li>
 Translate business objectives and customer pain points into well-defined product requirements, user stories, and acceptance criteria.
 </li>
 <li>
 Research and analyze industry trends and customer feedback to identify areas of improvement.
 </li>
 </ul>
 
 Requirements Management
 
 <ul>
 <li>
 Lead end-to-end business analysis for new features and product enhancements across digital journeys (quote, buy, renew, claim, etc.).
 </li>
 <li>
 Lead requirements gathering, user research, and stakeholder workshops to inform product strategy.
 </li>
 <li>
 Develop functional and non-functional requirement documents, process flows, and business rules that support digital product delivery.
 </li>
 <li>
 Drive backlog grooming, prioritization, and sprint planning sessions with cross-functional teams.
 </li>
 </ul>
 
 Cross-Functional Collaboration
 
 <ul>
 <li>
 Act as the primary bridge between business, product, tech, and design teams, ensuring clarity, feasibility, and alignment.
 </li>
 <li>
 Work with UI/UX teams to ensure user experience considerations are embedded into product requirements.
 </li>
 <li>
 Support QA and UAT by validating test cases against acceptance criteria and facilitating issue resolution.
 </li>
 </ul>
 
 Data Analysis &amp; Insights
 
 <ul>
 <li>
 Analyze customer behavior, process data, and product performance to inform prioritization.
 </li>
 <li>
 Assist in creating dashboards and KPIs to monitor product adoption, conversion, and experience gaps.
 </li>
 </ul>
 
 Process &amp; Product Optimization
 
 <ul>
 <li>
 Use data insights, customer feedback, and operational metrics to identify optimization opportunities.
 </li>
 <li>
 Contribute to backlog grooming, sprint planning, and product performance reviews.
 </li>
 <li>
 Recommend and drive continuous improvement in digital processes and product operations.
 </li>
 </ul>
 
 Leadership &amp; Strategic Contribution
 
 <ul>
 <li>
 Mentor junior BAs and contribute to BA best practices and frameworks within the product function.
 </li>
 <li>
 Participate in go-to-market planning, internal training, and documentation to support product launches.
 </li>
 <li>
 Support vendor evaluations, solution design workshops, and partnership integrations.
 </li>
 </ul>
 
 
 
 
 
 &nbsp;Key Qualifications
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business Administration, Computer Science, Engineering, or a related field. MBA is a plus.
 </li>
 <li>
 7+ years of relevant experience in business analysis, preferably within insurance, fintech, or digital platforms.
 </li>
 <li>
 Experience working in Agile/Scrum environments with cross-functional product squads.
 </li>
 <li>
 Demonstrated success in contributing to or leading digital product development initiatives from ideation to launch and scaling.
 </li>
 </ul>
 
 
 
 
 
 Core Skills
 
 
 <ul>
 <li>
 Strong knowledge of product discovery, Agile/Scrum methodologies, and digital delivery practices.
 </li>
 <li>
 Familiarity with customer journey tools (e.g., Miro, Figma) and backlog management systems (e.g., JIRA).
 </li>
 <li>
 Proficiency in using tools like Jira, Confluence, Lucidchart, Figma (for flows), Excel, and analytics platforms.
 </li>
 <li>
 Ability to work independently and influence stakeholders at all levels.
 </li>
 <li>
 Familiarity with API-based products, data mapping, and digital insurance platforms is a strong plus.
 </li>
 <li>
 Excellent verbal and written communication skills; able to distill complex information clearly.
 </li>
 <li>
 Understanding of health or general insurance products (quote, bind, issue, claim).
 </li>
 <li>
 Experience working in regulated environments or with compliance teams.
 </li>
 <li>
 Comfort working in ambiguous, fast-evolving startup-like environments.
 </li>
 <li>
 Product mindset with a focus on outcomes, not just deliverables.
 </li>
 <li>
 Insurance domain expertise is highly desirable.
 </li>
 </ul>
 
 
 
 
 
 Why Join Us?
 
 
 <ul>
 <li>
 Work at the forefront of digital insurance transformation in the MENA region.
 </li>
 <li>
 Be part of a high-impact product team driving innovation in customer experience.
 </li>
 <li>
 Flexible, collaborative, and diverse team culture.
 </li>
 <li>
 Opportunities for professional growth and exposure to end-to-end product development.
 </li>
 </ul>
 
 
 
 
 
 How to Apply:&nbsp;
 
 
 
 
 Please send your resume to careers@insurancemarket.ae with 'Business Analyst' in the subject line.
 
 
</div>

Senior Business Analyst / Business Analyst

United States Citigroup

Provide sales support by designing and implementing process improvements <ul> <li>Support new products, promotions, and projects defined by the business</li> <li>Resolve most issues by applying professional judgment when interpreting data and results</li> <li>Review and provide training material to sales and operations</li> <li>Support sales activities for high profile clients</li> <li>Provide administrative assistance for sales management teams</li> <li>Ensure sales team are compliant with regulations</li> <li>Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.</li> </ul> Qualifications: <ul> <li>Work collaboratively with regional and global partners in other functional units; ability to navigate a complex organization</li> <li>Demonstrated ability to thrive in a structured environment, meticulously follow established procedures.</li> <li>Working knowledge of related industry practices and standards</li> <li>Consistently demonstrates clear and concise written and verbal communication</li> <li>Proficiency with MS office, verbal/written skills, analytical skills</li> </ul> Education: <ul> <li>Bachelor s degree/University degree or equivalent experience</li> </ul>

Consumer Sales Support Intermediate Analyst

Explore 9135+ Customer support analyst in Dubai this October. Find roles across top companies and apply now to boost your career.