Corporate Help Desk Officer – Client Service Account Officer

Job description

**Job Purpose:** Responsible for conducting business primarily via telephone and using advanced contact technology to deliver exceptional customer service. **Key Responsibilities** - Achieve Key Performance Indicators (KPIs) including average call response time, query resolution time, and daily call volume. - Act as the primary point of contact for service requests and retain ownership until closure. - Manage complex relationships and high-profile portfolios. - Build and maintain strong client connections to ensure high customer satisfaction. - Provide a single focal point of contact for transaction services, ensuring superior customer focus and timely resolution. - Collaborate with operations to expedite query resolutions and transaction processing. - Work with sales and product development teams to resolve service issues and ensure product compliance with standards. - Maintain thorough knowledge of cash management products and services to offer first-line support. - Develop an understanding of client organization and priorities to deliver outstanding service. - Follow up on incident resolution, analyze feedback, and manage complaints effectively. - Investigate uncommon queries by consulting relevant experts. - Provide information and expertise for business presentations, reporting, and training across internal and external stakeholders. - Identify complaint trends, conduct root cause analysis, and contribute to automation of recurring inquiries. - Respond to incoming calls according to quality and customer service standards. - Ensure customers receive accurate product information and comprehensive buying advice. - Foster strong interdepartmental relationships to meet organizational goals. - Comply with Data Protection and KYC regulations. - Undertake training to improve knowledge of e-Channels and front office duties. - Maintain a professional demeanour and protect the Group’s image during phone interactions. - Handle customer requests and complaints professionally to achieve positive outcomes. - Follow up unresolved inquiries and recommend process improvements. - Implement front office guidelines diligently. - Adhere to data protection policies consistently. - Participate actively in staff meetings and identify areas for personal development. - Uphold confidentiality and data protection standards at all times. **Qualifications** - Bachelor’s degree in business administration, Finance, or a related field. - Minimum 5 years of experience in a help desk, client service in banking sector. - Experience dealing with corporate and VIP clients. - Excellent written and verbal communication skills in English; Arabic is preferred. - Strong knowledge of banking products and e-channel services. - Proficient in using customer service software and Microsoft Office applications. - Typing speed of at least 30 words per minute. - High level of integrity, professionalism, and self-management. - Excellent problem-solving and decision-making abilities. - Strong planning, organizational, and analytical skills. - Ability to work effectively in diverse, multicultural teams.