Customer Service Excellence Senior Officer

About the role

The Customer Service Excellence Senior Officer provides high‑quality client support for UAE‑based banks while working remotely from Jordan. The role combines Level 1 technical assistance, complaint management, and proactive issue resolution to ensure client satisfaction and operational excellence.

Key responsibilities

• Act as Level 1 Technical Support for accounts managed by the CSE team, using system knowledge to resolve client issues efficiently.
• Manage customer complaints, maintain ticket stability, and track issue resolution in a structured register.
• Escalate high‑priority or time‑critical issues to senior management and ensure timely follow‑up.
• Conduct regular discussions with the team on open client issues and share feedback with relevant internal units.
• Coordinate internal follow‑ups, monitor operational requirements, and ensure traction on pending issues, especially those awaiting bank confirmation.
• Remain accessible, responsive, and display ownership and passion in delivering support to banks and clients.
• Ensure adherence to process controls, complete unit‑related activities compliantly, and support overall process compliance.

Required profile

• Bachelor’s degree or equivalent qualification.
• 2‑3 years of experience in the payments space, preferably with Middle‑East exposure.
• At least 1 year of experience in card operations (acquiring preferred).
• Strong problem‑solving abilities and excellent English communication; Arabic is a plus.
• Good knowledge of internal processes and systems.

Required skills

• Basic system knowledge of payment platforms (e.g., Way4).
• Understanding of card operations and acquiring workflows.
• Ability to provide Level 1 technical support and resolve client issues.