Role:
Provide customer support for all Service 24/7.
Contact with all required external entities banks, billers, suppliers, services provider and Venders, along with internal departments involved.
The role involves analyzing, investigating, and resolving customer issues, ensuring high-level service and compliance with SLAs.
Responsibilities:
Customer Support & Communication:
- Opening and tracking customer service tickets.
- Follow-ups with customers to ensure inquiries are resolved within agreed time frames.
- Ensuring no external requests are missed.
- Handling all inquiries and requests with professionalism.
Process Management:
- Acting upon client requests following established processes.
- Managing the ownership of jobs across services and departments.
- Assisting with the onboarding of new banks, billers, and suppliers.
Problem Resolution & Analysis:
- Identifying, evaluating, and prioritizing customer problems.
- Analyzing reports for investigation purposes.
- Writing detailed analysis and solutions for different cases.
- Providing external customers with internal investigation updates.
Operational Efficiency:
- Ensuring smooth delivery of daily business tasks and operations.
- Highlighting and resolving operational issues.
- Maintaining data for client requests and managing records.
Client Relationship & Compliance:
- Offering routine advice to external customers.
- Ensuring understanding and adherence to Service Level Agreements (SLAs) and KPIs.
Requirements:
Educational Background:
- bachelor's degree in computer science or IT or equivalents.
- IT diploma (1-3 years of experience).
Skills:
- Strong computer skills (MS Office).
- Good writing communication skills.
- Problem-solving and troubleshooting abilities.
- Ability to work in a team and under pressure.
- Fluent in English and Arabic (both written and spoken).
- Customer focus and follow-up skills.
- Basic technical issue diagnosis and analysis skills.
- The role requires a proactive and detail-oriented approach to customer service, with a focus on timely problem resolution and operational efficiency.
- Effective communication, both with clients and internal teams, is essential.
- The ability to manage multiple tasks and maintain service quality under pressure is crucial.
