Customer Service Executive

The UAE Context

Edenred UAE is a fast growing payroll service provider serving more than 6,000 business and more than 2 million unbanked employees. We service over 10 banks and 35 financial institutions. We offer a unique value proposition for companies to manage their payroll and for employees to receive their salaries and use it in the simplest way offering multiple value added services via our mobile app (money transfer, mobile recharge and card services)

We are a purpose-driven company whose values are the foundation for how we conduct business every day. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom driving the financial inclusion of the unbanked population by offering the best product experience and services.

About You

This is a great opportunity for someone who wants to build something from the ground up and drive incredible impact in the life of others. The B2B Customer Service Executive will work closely with corporate clients to ensure maximum satisfaction, retention, and growth of business relationships.

You have a passion for growth and tech innovation, an entrepreneurial spirit with a "roll up your sleeves" attitude, strong attention to detail and an ability to work collaboratively across internal and external teams.

Responsibilities

Client Relationship Management

· Build and maintain relationships with corporate clients and key personnel within their organizations

· Proactively contact clients to ensure client satisfaction and address concerns in a timely manner

· Support the onboarding of new corporate clients in a timely manner to maximize revenues

· Retain clients by ensuring strong relationships and that all client concerns are addressed promptly

· Act as the primary point of contact for assigned B2B client accounts

Customer Support & Problem Resolution

· Interact with corporate clients through inbound calls, emails, and chats in a timely manner

· Identify and help solve client issues quickly and effectively

· Work with internal teams and other departments to find appropriate solutions

· Escalate complex queries and concerns to the Customer Service Manager when necessary

· Take complete ownership of providing support to corporate customers

Performance & Reporting

· Achieve stipulated client relationship targets and KPIs

· Update the CRM system and liaise with other departments to stay current on client requests

· Ensure all feedback received from corporate customers is captured for review by the line manager

· Provide regular reports and summaries to the reporting manager

· Ensure all target KPIs are met as set by the line managerEducation

· High school diploma or equivalent - Bachelor's degree preferred

· Bachelor's degree in business or related field is advantageous

YOUR PROFILE

Professional Experience

· Minimum 2-3 years of relevant experience in B2B customer service, preferably in the financial services or banking industry

· A proven track record in providing a superior level of service to corporate clients in the UAE

· Proven talent for handling client concerns in a timely manner

Technical Skills

· Must be a proven, effective and confident communicator

· IT literate, particularly with the Microsoft Office package and CRM systems

· Strong written skills that lend to clear and concise text-based communication

· Fluency in English is a must

· Additional languages (Hindi/Urdu/Arabic) are a plus

Soft Skills

· Strong customer focus and excellent verbal and written communication skills

· Constant over-achiever, highly motivated, creative and solutions-oriented

· Optimistic and can work autonomously

· A passion for customer service and relationship management

· Time management and planning skills

· Excellent listening and communication skills

· Ability to work in a team with a multi-cultural background

· Customer orientation and ability to adapt/respond to different types of corporate customers

· Strong work ethic, with abilities to act independently, be self-motivated and work within the context of a larger team-oriented environment

· Good problem-solving skills

· Ability to multi-task, prioritize and manage time effectively

· Display a courteous manner, applying judgement, tact and diplomacy to all interactions

· Must enjoy and excel in team environment with an upbeat and positive outlook

· You like working in a creative and interesting atmosphere in an international environment where initiative and perseverance is fully expected.