Director – Accounts & Finance

As a Customer Success Analyst, you will be responsible for resolving customer care queries related to transaction issues, account issues, and product understanding as the first point of contact for our corporate customers. You will address customer queries while navigating multi-geography complexities, including regional regulatory nuances and time zone differences. All this should be done displaying professionalism, exercising agility, adapting behavior, and implementing feedback.

You will also work cross-functionally with other verticals to address customer case queries, refine customer query handling, and enable closed-loop feedback for better engagement and continuous improvement. Additionally, you’ll coordinate with financial service providers across regions on a case-by-case basis to resolve escalated issues, ensuring alignment with established protocols. You will compile and update performance summary KPIs (e.g., resolution rates) to ensure consistency in performance and scope for improvement. You will leverage the required tools and performance metrics to ensure a data-driven approach to customer service excellence.

Key daily activities around customer servicing in the region for corporate customers will require the analyst to :

• Address and provide the best possible solution on a first contact resolution basis for queries pertaining to transaction issues, account-related issues, platform / technical issues, or basic product understanding.
• Respond to customer queries with a sense of urgency, in line with policy guidelines.
• Provide multi-channel support to customers and escalate complex issues across geographies, ensuring consistent service delivery.
• Use various tools and software for swift query resolution.
• Develop a thorough understanding of the customer servicing module and maintain up-to-date knowledge of the platform’s features and functionalities.
• Monitor emails, calls, and chat inquiries from customers along with key progress / update on each.
• Collaborate with relevant teams to gather additional details for effectively addressing customer queries and support the closed-loop feedback process to enhance customer engagement and identify potential improvements.
• Provide / upload daily reports on key customer service metrics, including region-specific trends and escalations, to ensure performance consistency and efficiency.
• Escalate complex customer care issues urgently to relevant stakeholders, in alignment with regional protocols and compliance standards.
• Question existing practices and drive innovation in user support strategies and operational processes.
• Always act as an ambassador for DP World, promoting positive behaviors in harmony with DP World’s principles, values, and culture, and adhering to the Code of Conduct and Ethics policies.
• Perform other related duties as assigned.
• Qualifications
• A bachelor’s degree along with 1-2 years of prior experience in a customer-facing role in the financial services or payments industry.
• Proficiency in English and relevant regional language(s).
• Experience working with customers across multiple geographies or in a global team is highly desirable.
• Exceptional verbal, written, social, and interpersonal skills, as well as expertise in building long-term strategic relationships.
• Skilled at understanding customers’ issues and recommending appropriate solutions.
• Strong client service orientation : listening, critical thinking, analytical skills, and a high degree of empathy.
• Ability to thrive in a multi-tasking environment, adjust priorities on-the-fly, and focus on details.
• Ability to quickly adapt to new tools, processes, and customer engagement strategies.
• Experience working in a digital payments company or fintech involved in cross-border transactions would be a plus.

Experience working in a B2B setup would be a plus.

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