Business Support Specialist

Overview

Job Purpose

Job Responsibilities

• A) Frontline digital support (chat‑only + callback by exception)
• Handle customer conversations via in‑app chat for authenticated customers and chat‑based support for pre‑onboarding queries.
• Deliver clear, accurate, and empathetic responses using approved knowledge base content, scripts, and guidance.
• Trigger callback by exception when configured wait‑time thresholds are exceeded and a callback is requested, routing appropriately during business hours or to the CBD Contact Center after hours.
• Own the customer interaction from first contact through resolution, maintaining consistent communication and accountability.
• Document all interactions accurately in Freshdesk, including intent, product, and resolution tagging.
• B) Pre‑onboarding assistance
• Respond to pre‑onboarding queries related to products, eligibility, required documentation, timelines, and next steps.
• Reduce repeat customer queries (“re‑asks”) by providing clear, structured guidance and setting realistic expectations.
• Coordinate with Onboarding Operations (L1/L2) for status clarifications where needed, without assuming onboarding ownership.
• C) Quality, compliance & continuous improvement
• Meet defined service standards, including first‑response time, time to resolution, callback completion, and hand‑off accuracy.
• Comply with bank policies, data‑privacy standards, AML/CFT requirements, and CBUAE regulations at all times.
• Participate in quality assurance reviews and apply feedback to improve service delivery.
• Identify recurring customer pain points and contribute to improvements in knowledge base content, scripts, and support processes.

Kpis & Slas

• **Customer Satisfaction (CSAT):**
• measured across chat resolutions and completed callbacks.
• **First‑Contact Resolution (FCR):**
• percentage of customer queries resolved without follow‑up or re‑contact.
• **First Response Time (Chat):**
• time taken to respond to an inbound customer message on in‑app chat.
• **Query & Complaint Turnaround Time (TAT):**
• time taken to resolve customer queries, complaints, and service requests in line with defined SLAs.
• **Callback Completion Rate:**
• percentage of callbacks completed within the approved SLA when callback by exception is triggered.
• **Interaction Volume Handled:**
• number of chats and callbacks handled per specialist, measured for productivity and workload balancing.
• **Quality Audit Pass Score:**
• results from periodic quality reviews assessing accuracy, tone, compliance, and documentation standards.
• **SLA Breach Rate:**
• proportion of interactions exceeding defined response or resolution thresholds.
• **Knowledge Base & Script Contributions:**
• validated improvements or updates submitted based on recurring customer issues or service gaps.

Qualifications & Experience

• Bachelor’s degree or equivalent professional experience.
• 2+ years of experience in customer support, service operations, or customer‑facing roles within banking or fintech environments.
• Hands‑on experience with Freshworks platforms (Freshchat and Freshdesk) and related CRM or case‑management tools.
• Strong written and spoken English required; Arabic preferred.
• Demonstrated customer‑centric communication skills, including de‑escalation, active listening, and structured problem‑solving.
• Familiarity with SME banking products, digital banking journeys, and regulatory expectations aligned with CBUAE standards.