Operations Officer Customer Service

Dubai, United Arab Emirates

Apply Now

Job Description

Transguard Group was established in 2001 and has diversified significantly, we lead in the fields of Cash Services, Security Services, Manpower Services, Facilities Management & Aviation. Transguard Group is the UAEs most trusted business support and outsourcing provider and has a large, dynamic, and culturally diverse workforce with 50,000 employees!We are currently recruiting for an Operations Officer-Customer Service to join our Cash Services team in our HQ, located in DAFZA, Dubai Airport Freezone.Scope: Customer Service Officer will be responsible to handle day-to-day queries related to cash discrepancies, service issues, complaints raised by customers whilst handling error free queries in timely mannerFinancial

Ensure error free handling of cash discrepancy queries which will safeguards companys brand image

Customer

Handle all cash discrepancy queries/complaints received from different channels
Log all customer queries/complaints in a tracker on daily basis
Follow-up and coordinate with internal business units for feedback/findings and closure of an incident
Tactfully finalize the cash discrepancy findings and accordingly share findings with the clients
Ensure all queries/complaints are resolved with agreed contractual SLAs
Maintain appreciate logs received by bank or customers
Daily and Weekly Dashboard to be prepared and shared with line manager
Maintain Minutes of Meeting records for banks/customers and ensure closure of points within internal units.
Proactive customer communications

Process

Identify process gaps and discuss with the line manager and arrange for internal meeting with business unit to discuss and fix the gaps.
Periodic update of customer service standard operating procedure, processes

Innovation