Job Description

Scope:
Customer Service
Contract Duration: 6 months
Location: Abu Dhabi
1 JOB PURPOSE
To manage and service customer in the systems, understanding their needs and
providing them with appropriate trainings, services and solutions to maintain and
enhance a customer satisfaction and bank's digital index.
2 JOB ROLE
Details below
2.1 Working Relationship
To drive ownership towards implementation of system and process. Develop and
manage customers to meet their needs andachieve the objectives of the bank in line
with the digital enhancement, required standards and to contribute to the
improvement of system penetration.
2.2 Requirements Elicitation and
Analysis
Provide periodic reports on migration of customers, transactions submission and
digital Index adoption to the management.
2.3
Demand Management,
Project Execution and
Delivery
Escalate any technical issues to relevant stake holders for fix (if any).
Escalate back end set up related issues to TFO Support team for fix (if any).
Escalate any gaps in solution for appropriate actions for relevant build of
functionality.
Assist in encouraging clients for ProTrade / FinTrade use (if requested)
Assist in back-end ProTrade / FinTrade client set up's (if requested)
Training the customer remotely or on site as required.
Co-ordinate with IT on solving customer level channel related issues.
Support the customer liaising with TFO for any transaction related queries or
guidance.
2.4 Self-Management
Adhere to all relevant organizational and departmental policies,processes, standard
operating procedures and instructions so that the work is carried out to the required
standard of service to customers and stakeholders
Manage self in line with organizations people management procedures, processes
and practices to ensure adherence and to maximize own contribution to business /
project performance.

Skills Required