Customer Support Specialist

Receive customer calls whether client banks or card holders and provide the required support to solve their problems or reply to their inquiries.

Responsibilities

• Receive calls from banks or card holders, confirming that the person on the phone is an authorized person.
• Process the client’s complaints and resolve them either individually or through other departments while ensuring customer satisfaction.
• Reply to card holders when they request assistance and take actions within the policy set by the bank for NI’s Customer Service and request the client to visit the Bank branch or redirect the call to the concerned bank when they require actions not authorized by the bank.
• Forward incoming calls/issues to the concerned department or team when needed.
• Handling incoming issues (Jira, Mail & Fax) from client banks.
• First line support to bank staff for any action request or inquiry needed.
• Processing requests from acquiring banks sent by fax for cancellation of outstanding charges.
• Process Visa’s requests for emergency cash credit as well as emergency cards for clients travelling abroad whose card was lost or stolen.
• Changing card status (Activation, Lost, Stolen or Compromised) as per the client request.
• Performs other related duties as requested by the company.

Qualifications

Min Education level accepted:

• University graduate, from an accredited and recognized University

Min Years And Type Of Experience Accepted

• 0+ years of experience in a similar field

Language

• Very Good command of English language (Listening, Speaking, Reading and Writing) or equivalent to Upper Intermediate level.

Required Candidate Specifications

• Working on shift basis
• Customer Focus
• Self-confidence
• Excellent Communication, Organization and Time Management Skills

Additional Skills

• Flexibility & Adaptability
• Attention to details
• Problem solving

Key Performance Indicator

• Accepting change and adaptation to culture and work environment.
• Adapt and maintain highest Standards of Business and professional ethics.
• Continuous process improvement.
• Monitors own progress against objectives and take any corrective necessary actions.
• Sees tasks through to completion.
• Works collaboratively with team members to achieve results.
• Builds and maintains mutually beneficial work relationships and alliances inside and outside the Organization.