Corporate Help Desk Officer – Client Service Account Officer

About the role

The Corporate Help Desk Officer will serve as the primary point of contact for banking clients, handling service requests and inquiries via telephone and advanced contact channels. The role focuses on delivering fast, accurate, and courteous support while maintaining strong client relationships.

Key responsibilities

• Meet KPIs such as average call response time, query resolution time, and daily call volume.
• Own service requests from initiation to closure, including complex and high‑profile portfolios.
• Collaborate with operations, sales, and product teams to expedite query resolution and ensure product compliance.
• Provide first‑line support for cash‑management products and e‑channel services.
• Analyze feedback, manage complaints, and conduct root‑cause analysis of recurring issues.
• Maintain data‑protection and KYC compliance in all interactions.

Required profile

• Bachelor’s degree in Business Administration, Finance or a related field.
• Minimum 5 years of help‑desk or client‑service experience in the banking sector.
• Excellent written and verbal English; Arabic is a plus.
• High integrity, professionalism and ability to work in multicultural teams.

Required skills

• Proficiency with customer service software.
• Strong command of Microsoft Office applications.
• Typing speed of at least 30 words per minute.