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Customer Support Officer

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  • January 13, 2024
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Job Description

We are seeking a customer-oriented and knowledgeable individual to join our team as a Customer Support Officer. In this role, you will be responsible for providing exceptional customer service to a diverse clientele, ensuring compliance with consumer protection regulations, and assisting with various administrative tasks.

Job Requirements

  • Handle customer complaint management and resolution procedure effectively.
  • Maintain a thorough understanding of UAE consumer protection regulations related to money exchange services.
  • Monitor all the channels for complaint reporting and escalation (by email, Phone Numbers, Websites, and Social Media; and escalation at the branch level).
  • Effective respond and resolution within the turnaround time (TAT).
  • Address the confidentiality of Consumer Complaint information.
  • Maintain records and customer complaint log.
  • Maintain high level of professionalism when dealing with the customers and liaising with the internal and external parties.
  • Monitor and report unresolved complaint with 5 days after the end of every month to the Senior Management.
  • Timely and accurate regulatory reporting.
  • Design, liaise, and implement Consumer Education and Awareness Program Initiatives/Activities Plan for the entire year.
  • Timely and accurate internal reporting to the Manager-in-Charge
  • Reporting of the progress of the complaints and on noticeable trends to the Senior Management.
  • Provide annual customer service and consumer protection training to retail employees and staff.
  • Follow the proper record retention and documentation policy.


AED3,000.00 – AED4,000.00 per month


  • Minimum 2 years of experience in customer support in financial institutions or a related field.
  • Excellent communication and interpersonal skills, with the ability to build rapport with people from diverse backgrounds.
  • Familiarity with UAE consumer protection regulations related to money exchange services.


  • Fluent English is a must
  • Fluent Arabic is highly preferable
Job Category: Customer Support
Job Type: Full Time
Job Location: United Emirates-Dubai

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