Business Support Specialist

About This Role

Transguard Workforce Solutions continues to lead the UAE market as a trusted partner for innovative and fully integrated HR services. With more than a decade of experience and a highly skilled team, we are proud to support organizations across the region with tailored workforce solutions.

We are currently hiring a Business Support Specialist on behalf of a prestigious client, based in their Dubai office.

Job Purpose:

Deliver fast, accurate, and human‑centered digital support through in‑app chat, resolving customer needs and service requests efficiently while orchestrating clear hand‑offs to Onboarding Operations, Compliance, Fraud, and Central Operations as required. The role exists to ensure customer issues are handled with ownership, empathy, and regulatory discipline, while maintaining seamless and reliable digital service experience.

Job Responsibilities:

A) Frontline digital support (chat‑only + callback by exception)

• Handle customer conversations via in‑app chat for authenticated customers and chat‑based support for pre‑onboarding queries.
• Deliver clear, accurate, and empathetic responses using approved knowledge base content, scripts, and guidance.
• Trigger callback by exception when configured wait‑time thresholds are exceeded and a callback is requested, routing appropriately during business hours or to the CBD Contact Center after hours.
• Own the customer interaction from first contact through resolution, maintaining consistent communication and accountability.
• Document all interactions accurately in Freshdesk, including intent, product, and resolution tagging.

B) Pre‑onboarding assistance

• Respond to pre‑onboarding queries related to products, eligibility, required documentation, timelines, and next steps.
• Reduce repeat customer queries (“re‑asks”) by providing clear, structured guidance and setting realistic expectations.
• Coordinate with Onboarding Operations (L1/L2) for status clarifications where needed, without assuming onboarding ownership.

C) Quality, compliance & continuous improvement

• Meet defined service standards, including first‑response time, time to resolution, callback completion, and hand‑off accuracy.
• Comply with bank policies, data‑privacy standards, AML/CFT requirements, and CBUAE regulations at all times.
• Participate in quality assurance reviews and apply feedback to improve service delivery.
• Identify recurring customer pain points and contribute to improvements in knowledge base content, scripts, and support processes.

KPIs & SLAs

• Customer Satisfaction (CSAT): measured across chat resolutions and completed callbacks.
• First‑Contact Resolution (FCR): percentage of customer queries resolved without follow‑up or re‑contact.
• First Response Time (Chat): time taken to respond to an inbound customer message on in‑app chat.
• Query & Complaint Turnaround Time (TAT): time taken to resolve customer queries, complaints, and service requests in line with defined SLAs.
• Callback Completion Rate: percentage of callbacks completed within the approved SLA when callback by exception is triggered.
• Interaction Volume Handled: number of chats and callbacks handled per specialist, measured for productivity and workload balancing.
• Quality Audit Pass Score: results from periodic quality reviews assessing accuracy, tone, compliance, and documentation standards.
• SLA Breach Rate: proportion of interactions exceeding defined response or resolution thresholds.
• Knowledge Base & Script Contributions: validated improvements or updates submitted based on recurring customer issues or service gaps.

Qualifications & Experience:

• Bachelor’s degree or equivalent professional experience.
• 2+ years of experience in customer support, service operations, or customer‑facing roles within banking or fintech environments.
• Hands‑on experience with Freshworks platforms (Freshchat and Freshdesk) and related CRM or case‑management tools.
• Strong written and spoken English required; Arabic preferred.
• Demonstrated customer‑centric communication skills, including de‑escalation, active listening, and structured problem‑solving.
• Familiarity with SME banking products, digital banking journeys, and regulatory expectations aligned with CBUAE standards.