Corporate Help Desk Officer – Client Service Account Officer
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Key skills for this role
About the Role
TP is seeking a Help Desk Officer to deliver exceptional customer service via phone and advanced contact technology. The role involves managing service requests, building client relationships, and achieving KPIs.
Key Skills for This Role
Responsibilities
- Achieve KPIs including average call response time, query resolution time, and daily call volume
- Act as primary point of contact for service requests and retain ownership until closure
- Manage complex relationships and high profile portfolios
- Build and maintain strong client connections to ensure high customer satisfaction
- Collaborate with operations to expedite query resolutions and transaction processing
- Work with sales and product development teams to resolve service issues
- Maintain thorough knowledge of cash management products and services
- Follow up on incident resolution, analyze feedback, and manage complaints
- Investigate uncommon queries by consulting relevant experts
- Identify complaint trends, conduct root cause analysis, and contribute to automation
Requirements
- Bachelor's degree in business administration, Finance, or related field
- Minimum 5 years of experience in a help desk or client service role in banking sector
- Excellent written and verbal communication skills in English
- Strong knowledge of banking products and e channel services
- Proficient in customer service software and Microsoft Office applications
- Typing speed of at least 30 words per minute
- Excellent problem solving and decision making abilities
- Strong planning, organizational, and analytical skills
- Ability to work effectively in diverse, multicultural teams
Full Job Posting
Job Purpose
- Responsible for conducting business primarily via telephone and using advanced contact technology to deliver exceptional customer service.
Key Responsibilities
- Achieve Key Performance Indicators (KPIs) including average call response time, query resolution time, and daily call volume.
- Act as the primary point of contact for service requests and retain ownership until closure.
- Manage complex relationships and high profile portfolios.
- Build and maintain strong client connections to ensure high customer satisfaction.
- Provide a single focal point of contact for transaction services, ensuring superior customer focus and timely resolution.
- Collaborate with operations to expedite query resolutions and transaction processing.
- Work with sales and product development teams to resolve service issues and ensure product compliance with standards.
- Maintain thorough knowledge of cash management products and services to offer first line support.
- Develop an understanding of client organization and priorities to deliver outstanding service.
- Follow up on incident resolution, analyze feedback, and manage complaints effectively.
- Investigate uncommon queries by consulting relevant experts.
- Provide information and expertise for business presentations, reporting, and training across internal and external stakeholders.
Qualifications
- Bachelor’s degree in business administration, Finance, or a related field.
- Minimum 5 years of experience in a help desk, client service in banking sector.
- Excellent written and verbal communication skills in English; Arabic is preferred.
- Strong knowledge of banking products and e channel services.
- Proficient in using customer service software and Microsoft Office applications.
- Typing speed of at least 30 words per minute.
- High level of integrity, professionalism, and self management.
- Excellent problem solving and decision making abilities.
- Strong planning, organizational, and analytical skills.
- Ability to work effectively in diverse, multicultural teams.
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