About the Job:
The Business Services Analyst role at the company involves providing customer support for all services available 24/7. This position requires effective communication with external entities, including banks, billers, suppliers, and internal departments to analyze, investigate, and resolve customer issues, ensuring high service levels and compliance with Service Level Agreements (SLAs).
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Responsibilities:
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Customer Support & Communication:
- Open and track customer service tickets.
- Conduct follow-ups with customers to ensure inquiries are resolved within agreed time frames.
- Handle all inquiries and requests professionally.
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Process Management:
- Act on client requests following established processes.
- Manage job ownership across services and departments.
- Assist in onboarding new banks, billers, and suppliers.
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Problem Resolution & Analysis:
- Identify, evaluate, and prioritize customer problems.
- Analyze reports for investigation purposes.
- Write detailed analyses and solutions for various cases.
- Provide external customers with updates on internal investigations.
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Operational Efficiency:
- Ensure smooth delivery of daily business tasks and operations.
- Highlight and resolve operational issues.
- Maintain data for client requests and manage records.
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Client Relationship & Compliance:
- Offer routine advice to external customers.
- Ensure understanding and adherence to SLAs and KPIs.
Requirements:
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Educational Background:
- Bachelor’s degree in computer science, IT, or equivalent.
- IT diploma with 1-3 years of experience.
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Skills:
- Strong computer skills (MS Office).
- Good written communication skills.
- Problem-solving and troubleshooting abilities.
- Ability to work in a team and under pressure.
- Customer focus and follow-up skills.
- Basic technical issue diagnosis and analysis skills.
- Fluency in English and Arabic (both written and spoken).
This role requires a proactive, detail-oriented approach to customer service with a focus on prompt problem resolution and operational efficiency. Effective communication with clients and internal teams is essential, as is the ability to manage multiple tasks while maintaining service quality under pressure.
