• Handle customer enquiries related to currency exchange, remittances, transfers, fees, rates, and services.

• Explain products, services, transaction procedures, and required documents clearly to customers.

• Assist customers with transaction-related issues and follow up until resolution.

• Handle customer complaints professionally and escalate complex issues to the concerned department.

• Support customers with transaction status, failed transactions, refunds, and other service-related queries.

• Coordinate with branches, operations, compliance, and other departments to resolve customer issues.

• Verify customer information and required documents in accordance with company procedures.

• Follow KYC, AML/CFT, customer identification, and other applicable compliance requirements.

• Maintain accurate records of customer enquiries, complaints, and resolutions.

• Respond to customer enquiries through phone, email, online channels, and other communication platforms.

• Maintain confidentiality of customer information and transaction details.

• Provide clear and accurate information regarding exchange rates, charges, and applicable service conditions.

• Follow up on pending customer requests and ensure timely closure.

• Identify recurring customer issues and report them to management.

• Maintain professional communication and customer service standards at all times.

• Support branch and operational teams during busy periods when required.

• Perform other duties assigned by the Customer Service Manager or Branch Manager.

Desired Candidate Profile

• Bachelor's degree or Diploma in Business Administration, Finance, Customer Service, or a related field preferred.

• 2–4 years of experience in customer service/support, preferably in a money exchange, remittance, banking, or financial services company.

• UAE experience in the exchange house or financial services industry is an advantage.

• Good understanding of money exchange and remittance services is preferred.