Building and nurturing relationships with customers through inbound calls and emails, understanding their travel and currency needs, and customizing their experience accordingly.

Assisting in resolving Travelex-related queries, including providing rates, store details, and additional information on products and services.

Receiving and addressing customer complaints, whether directly through phone/ email or via branches

Ensure customer complaints are managed without bias, ensuring transparency and honesty in all communications.

Ensure Customer complaints are resolved within the agreed turnaround times.

Maintaining a separate register to record all complaints, regardless of their nature.

Assess customer happiness based on post complaint resolution survey results and provide feedback to management to improve service levels standards.

Ensure Consumer Protection Regulations issued by the Central Bank of UAE are implemented across the UAE Business.

Ensuring team compliance with company and location policies and procedures, including Audit, Risk, Health & Safety, and Security requirements, CAR and KYC checks, and completing company training within the required timeframe.

Providing retail management with feedback based on customer complaints and suggestions for improvement.

Adhering to Data Protection and financial regulation standards in every call, while achieving business objectives and metrics such as compliance, customer satisfaction, and call handling.

Regularly communicating best practices.

Completing all Workday activities promptly

Ensuring team members are updated on the latest changes or updates in company policies/procedures.

Supporting in compliance checks when required in any location requested by management such as KYC checks, staff knowledge checks etc.

Supporting with store visits reviewing Visual excellence and independent C.A.R.E observations in store.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organization and the overall business objectives of the organization.