Job Description

Job Category: Others
:
We are currently recruiting for an Administrator-Customer Services to join our Cash Services team in our HQ, located in DAFZA, Dubai Airport Free Zone.
Scope
Administrator-Customer Services within Cash Services is responsible for handling day-to-day queries related to cash discrepancies, service issues, and customer complaints. The role involves ensuring that all queries are addressed accurately and in a timely manner.
Responsibilities
Financial

• Ensure error-free handling of cash discrepancy queries.
• Safeguard the company's brand image through accurate financial query resolution.

Customer

• Handle all cash discrepancy queries and complaints received from various channels.
• Maintain proactive communication with customers.
• Identify and communicate discrepancies (excess or shortage) in Smart Cash Deposit Machines (SCDM) during reconciliation to customers and follow up until the issue is resolved.

Process

• Periodically update customer service standard operating procedures and processes.
• Log all customer queries and complaints in a tracker on daily basis.
• Follow up and coordinate with internal business units for feedback, findings, and closure of incidents.
• Tactfully finalize cash discrepancy findings and share results with clients.
• Ensure all queries and complaints are resolved within agreed contractual SLAs.
• Maintain appropriate logs received from banks or customers.
• Prepare and share daily and weekly dashboards with the line manager.
• Communicate any Cash in Transit (CIT) discrepancies (e.g., missing deposit slips or account number confirmation) with customers to obtain the necessary information for further action.
• Maintain Minutes of Meeting records for banks/customers and ensure closure of points within internal units.

Innovation

• Suggest ways to enhance customer experience and improve customer satisfaction.
• Identify process gaps and discuss with the line manager.
• Arrange internal meetings with business units to address and fix identified gaps.

Selection Criteria

• Minimum 3 years of experience in Customer Service
• Proficiency in English
• Minimum bachelor's degree required
• Knowledge in MS Office, with essential skills in PowerPoint, Word, and Excel
• Effective communication skills
• Strong problem-solving abilities
• Critical thinking skills
• Analytical and reporting skills

About Us: Offering flexible solutions for all the UAE's staffing needs since 2001, Transguard Group is the region's most trusted expert in facilities management, security, cash services, white-collar staffing and more. As the region's leading service provider, our expertise is in supplying our clients with the right people and best solutions precisely when and where they're needed.

Skills Required