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Every employee at Al Rostamani Group plays a role in making a real difference to the business and our customers. We care for our employees by offering them meaningful and purposeful work and an opportunity to grow, learn, contribute and succeed. Today, the Al Rostamani Group has come a long way since its birth in 1957. Our group has grown steadfastly with the guiding principles of Commitment, Care & Vision, alongside a strong sense of active involvement in the community. We are a well-diversified group, with a key presence in industries such as General Trading, Automobiles and Heavy Equipment, Travel, Foreign Exchange, Financial Services, Property Management, Construction, Infrastructure Development and Information Technology Services. Our Group employs approximately 2000 people from 41 different nationalities, which contributes to our multicultural and multi-national environment.
Al Rostamani International Exchange is a leader in providing currency exchange and international remittance services in the UAE. It is an ISO 9001:2000 certified company having a wide range of products and services catering to all income groups for both nationals and expatriates.
Job Purpose
This position reports to the eChannels Supervisor accountable to provide the highest standards of operational and business support to E-services team and ensure customer acquisition and retention is effective.
Responsible mainly
To liaise within ARIE Departments and external Service Providers for all operational matters related to E-KYC, EChannels services, and ensure assigned tasks are completed in a timely and responsible manner.
Job Responsibilities
- Responsible for all logistics, distribution and off-site activities related to Rpay Cards & eChannels products / services. Including cards deliveries, business retention activities & operations / clients support activities
- Setup / arrange meetings, presentations & roadshows with individual clients & companies to promote eChannels services and increase the online services usages
- Participate in roadshows, events, kiosks to promote & increase online services usages specially remittances
- Arrange bulk Rpay cards deliveries at clients premises such as camps, offices, sites etc., by properly arrange offsite activities, road-show and campaigns that ensure smooth and effective cards distribution in addition to complete e-KYC (on-boarding), mobile app downloads & registration
- Support ARIE’s branches with the cards deliveries process by collecting cards from branches and arrange the deliveries to the customers directly
- Complete the digital on-boarding (e-KYC) for all retail / WPS customers remotely by visiting customers at their premises, which in return enhance the customer on-boarding and thereafter the online transactions
- Follow up with customers for documentation / other information as required for the complete on-boarding process, to ensure that the same is maintained in ARIE system properly
- Follow-up with the client for the mobile APP transactions, thus ensuring the revenue target are achieved on a monthly basis as allocated by the management
- Responsible for managing the database allocated by the management such as active/inactive, category based on revenue/ transactions etc. and follow-up with the client to get the assured revenue and EDR’s every month
- To act as a single point of contact between ARIE and the client for business continuity by providing all the related support to the client for their smooth flow their transactions and the relationship
- Liaise with various departments in ARIE such as E-channel ops for all E-service related quires, for completion of KYC, distribution team for delivery of cards, etc…and guarantee the client is served well at all the given times
- Provide high quality customer service by handling customer’s enquiries efficiently and politely with correct and complete information and redirect them where appropriate
- Enhance revenues / income by identifying and maximizing selling and cross-selling opportunities
Job Requirements
Qualifications
- Graduate or equivalent in any related field
Experience
- Minimum 3 years’ experience of customers facing roles in an Exchange or related industry especially in areas of alternative channels operations / technical support industry and / or customer support / service role preferably in the same industry
Knowledge & Skills
- Excellent experience & knowledge in eChannels, WPS, mobile applications, backend processing etc.
- Fluency in English (written & spoken) one more language either Arabic or any Asian language
- Business presentation skills
- Sales skills & techniques
- Verbal & written communication skills including technical writings and interpersonal skills
- Handling objections & difficult discussion
- Patience and calmness when working under pressure / handling complaints etc
- Good computer skills
- Data entry skills
- Customer service oriented
- High degree of attention to detail
- Proper follow up and coordination to ensure closure of cases / issues
At Al Rostamani Group, we seek talented people who work hard to achieve great things. We consider not only your skills and experience, but also your passion for the role, your desire to learn and how well you align with our core values of care, commitment and vision. If this position represents an opportunity you wish to pursue, we invite you to apply.
