Senior Customer Support Executive

Client of PENTABELL

Employer Active

Posted 6 hrs ago

Experience

3 - 5 Years

Job Location

Saudi Arabia - Saudi Arabia

Education

Bachelor of Commerce(Commerce), Bachelor of Business Administration(Management)

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

Responsibilities:
  • Establish meaningful touchpoints with high-value customers to anticipate and reduce credit card transaction declines.
  • Address customer concerns agility when transactions fail due to fraud monitoring, insufficient balance, or other system-related reasons.
  • Deliver clear, empathetic communication to resolve issues effectively while maintaining customer confidence and satisfaction.
  • Cultivate enduring relationships with affluent and high-net-worth individuals through personalized, high-touch service.
  • Guide, mentor, and empower junior customer support executives to improve service delivery and handle escalations with maturity.
  • Facilitate knowledge-sharing sessions to deepen product expertise, refine communication strategies, and strengthen fraud awareness.
  • Support team leads in performance monitoring, quality evaluations, and creating a collaborative, customer-focused environment.
  • Leverage CRM systems and internal IT platforms to manage customer interactions, document cases, and follow up on resolutions.
  • Design and interpret MIS reports on call performance metrics, transaction decline trends, and customer satisfaction indicators.
  • Recommend enhancements to workflows and service protocols that reduce declines, improve closure timelines, and elevate the customer experience.
  • Collaborate cross-functionally with fraud monitoring, credit risk, and operations teams for swift and effective resolutions.

Desired Candidate Profile

Bachelor or Master's degree in Business Administration, Finance, or a related field
3-5 years of experience in customer support, with at least a portion at a senior level within banking or financial services
Proven expertise in supporting affluent and high-net-worth customers, delivering premium service standards
Strong proficiency in CRM tools, IT systems, and MIS reporting
Solid working knowledge of credit card processes, decline management, fraud risk protocols, and transactional dispute handling
Superior communication, negotiation, and empathy-driven resolution skills
Demonstrated leadership qualities with experience in mentoring and guiding diverse teams

Company Industry

  • Banking
  • Financial Services
  • Broking

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • Senior Customer Support Executive

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Client of PENTABELL


https://www.pentabell.com/opportunities/senior-customer-support-executive-credit-card-operations-c-223a0