Customer Service Representative - Acquiring

About Us
JOB DESCRIPTION
Network International is the largest Financial Technology company in the Middle East and Africa. Payments is our core business where we provide services in more than 50 countries UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we have been growing in the direct-to-consumer card segment as well.
Our EVP
At Network International, every second counts. As a leader in the fast-paced world of financial services, we thrive on innovation, agility, and the relentless pursuit of excellence.
We recognize industry trends, the dual nature of technological advancements, and the scarcity of top talent. This is why we prioritize investing in our people.
Here, you'll work alongside industry experts to solve complex problems and leverage cutting-edge technology to stay ahead of the competition.
We offer a culture where your skills are valued, your growth is prioritized, and your achievements are recognizedbecause winning isn't just our goal; it's our standard.
About The Job

• Responsible for handling and monitoring Client Complaint, Request and Inquires through workflow/email from government entities.
• Responsible for all KPIs & SLAs against Client Complaint, Request, and Inquiry handling.
• Service touch point for internal and external client, IT co-ordination for Production support along with RCA and impact.
• Responsible for competent service delivery, risk mitigation and resource productivity.
  
• Responsible to identify service and process enhancement opportunities.
• Responsible of Client RCA for complaints, request, and inquiries
  

Responsibilities
About the Job:

• Responsible for handling and monitoring Client Complaint, Request and Inquires through workflow/email from government entities.
• Responsible for all KPIs & SLAs against Client Complaint, Request, and Inquiry handling.
• Service touch point for internal and external client, IT co-ordination for Production support along with RCA and impact.
• Responsible for competent service delivery, risk mitigation and resource productivity.
• Responsible to identify service and process enhancement opportunities.
• Responsible of Client RCA for complaints, request, and inquiries
  

Qualifications

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Skills and Competencies:

• Strategic thinking and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Ability to manage change and drive continuous improvement.
• Analytical and data-driven decision-making capabilities.
• Overall understanding of issuing/payments landscape.
• Proficiency in Microsoft Word, Excel, Outlook and PowerPoint.
• Expertise in CMS, CRM, product management tools, automation and reporting tools.
  

Qualifications

• Education: Bachelor's degree or higher.
• Experience: 2 years of experience in a bank with exposure to Customer Service, with at least 1 year in a similar position.