Customer Service Analyst📣 Job Ad

About the Role

SHL Finance is seeking a Customer Service Analyst to join our team in Riyadh, Saudi Arabia. This full-time role is essential for providing professional and efficient support to customers, addressing their inquiries, requests, and complaints related to SHL Finance products and services. The analyst plays a key role in maintaining high service quality and ensuring accurate record-keeping in line with company standards and regulatory requirements.

Customer Interaction and Service Delivery

• Provide excellent customer service by assisting clients with inquiries, complaints, and requests concerning banking products and services.
• Identify and address customer needs, recommend appropriate solutions, and promote additional services to enhance overall customer satisfaction.
• Resolve customer concerns directly and escalate complex issues to relevant departments for thorough investigation and resolution.
• Adhere to established service quality standards, timelines, and performance metrics to consistently meet or exceed customer service targets.

Data Management and Operational Support

• Maintain accurate records of all customer interactions, transactions, and inquiries using the SHL database or Kastle system.
• Receive customer files from relevant departments and perform detailed quality checks to ensure completeness and accuracy.
• Record all received files into the system and ensure each file is properly labeled for easy retrieval.
• Deliver and record specific documents from customer files to the Finance department as required.
• Coordinate effectively with SHL’s archiving company partner for the recall or delivery of files.
• Conduct a yearly inventory of all funded files to ensure proper tracking and compliance.

Collaboration and Continuous Improvement

• Collaborate with internal departments, including sales, operations, and compliance, to ensure seamless service delivery and adherence to bank policies and procedures.
• Stay updated on SHL’s products, services, policies, and industry trends to provide customers with accurate and current information.
• Proactively identify opportunities for process improvement and provide constructive feedback to management to enhance the overall customer experience.
• Participate in ongoing training and development programs to continuously enhance knowledge and skills related to customer service and banking operations.

Required Qualifications

• High School degree is required.
• 1-3 years of relevant experience in a customer service role.
• Fluency in both Arabic and English is strongly preferred for effective communication with a diverse customer base.

Application Information

Candidates who meet the above qualifications are encouraged to apply. SHL Finance is committed to building a skilled and dedicated team in Riyadh.