Officer Service Delivery

Job Purpose

As the Service Delivery Officer, your role is to support AVA’s service model that stands head and shoulders above the rest for our retail digital bank. You are passionate about delighting customers, and aspire to find the best ways to help them. You are experienced in customer service and see it as a strategic imperative.  You feel comfortable developing service models across multiple channels and have experience with digital service tools. We strongly believe that our customers are at the heart of everything we do and are looking for someone equally passionate about delivering the very best customer service each and every time. You will be charged with developing this capability and designing the way we engage with our customers across all our channels.

 Accountabilities

We're looking for people with outstanding communication skills to help us build an industry-changing set of banking services and experiences. At a minimum, we want to see that you have experience of working in a fast based, digitally driven customer service environment.  You are the face and voice of the bank to our customers, and we want you to take pride in this. You will liaise regularly with marketing and design to pass on customer insights and feedback on customer journeys.

 Your role will require:

• Providing support to customers on an as needed basis, on processes such as account opening, modification, transfer and closure, etc.
• Answering routine questions and provides standard information. Guiding our customers on how to get the best out of their relationship with the bank
• An ability and desire to act autonomously and independently resolve issues, however knowing when to escalate
• Promotion and education of self-service channels for customers
• Collaborating with User experience teams for UI and UX designs creation
• Dealing with customers patiently and diplomatically
• Define process and service improvement areas

• Proven experience of digital service and support channels and ecosystem
• Dealing with customers in a service capacity
• Exceptional communicator
• Creative problem solver
• Diplomatic and can handle stressful experiences
• You will be an enthusiastic individual with a passion for customer service.
• You are a strong team player who thinks differently and is willing to look at problems through different angles to find the best solution.
• You are keen to be a part of building something new.
• Exceptional team working, fun, high energy with a positive ‘can-do’ attitude and outlook will be words that others will have used to describe you.
• You want to get ahead and are hungry to learn.
• Ideally a native Arabic speaker, with strong English speaking skills.
• Highly customer-centric with a passion to deliver a best-in-class customer experience
• High levels of personal and professional integrity
• Ability to admit when you are wrong and learn from it – ready to share news, no matter how bad you think it is
• Ability to encourage followership, motivate and develop a diverse group of people towards a challenging goal
• Determined to succeed, high energy with humility and a strong personal drive
• A collaborative working style.
• A very strong work ethic and a focus on customer delivery.