Customer and Sales Support Executive
ICM Capital
مجموع سنوات الخبرة :7 years, 9 أشهر
• Customer Retention Management
• Follow up and deal with third parties PSPs (Payment Service Providers)
• On track daily contact with Regulators, Senior Management and Compliance to keep track of updated AML/CFT handbooks, assessments and manage risks related to client onboarding
• Responding reactively to client’s technical queries whenever an issue is faced with the assistance of dealing desk
• Assist BDMs with client’s inquiries and coordinate strategies for smooth client onboarding
• Working with a third-party vendor TradeCore, CRM is called BrokerIQ
• Responsible for introducing WhatsApp API service to ICM
• Handling all ICM Prepaid MasterCard Issuing
• Maintaining corporate goals and policies with clients and colleagues while monitoring and tracking client’s interactions to improve their experience
• Deal with the development and project management team on CRM solutions and system workflow
• Monitor and report any technical, manual or fraud issues faced while reporting to the relevant departments
• Assist in research and implementation of new projects (I.e. WhatsApp API, ICM Prepaid MasterCard and others)
• Ensuring client satisfaction while providing professional advice and strategic persuasive analysis
• Record, resolve and follow up on client's queries to improve and better their experience to maintain long-term relationships
• Resolving complex queries till closure
• Customer Retention Management
• Follow up and deal with third parties PSPs (Payment Service Providers)
• On track daily contact with Regulators, Senior Management and Compliance to keep track of updated AML/CFT handbooks, assessments and manage risks related to client onboarding
• Responding reactively to client’s technical queries whenever an issue is faced with the assistance of dealing desk
• Assist BDMs with client’s inquiries and coordinate strategies for smooth client onboarding
• Working with a third-party vendor TradeCore, CRM is called BrokerIQ
• Responsible for introducing WhatsApp API service to ICM
• Handling all ICM Prepaid MasterCard Issuing
• Maintaining corporate goals and policies with clients and colleagues while monitoring and tracking client’s interactions to improve their experience
• Deal with the development and project management team on CRM solutions and system workflow
• Monitor and report any technical, manual or fraud issues faced while reporting to the relevant departments
• Assist in research and implementation of new projects (I.e. WhatsApp API, ICM Prepaid MasterCard and others)
• Ensuring client satisfaction while providing professional advice and strategic persuasive analysis
• Record, resolve and follow up on client's queries to improve and better their experience to maintain long-term relationships
• Resolving complex queries till closure
Customer Retention Management
• Follow up and deal with third parties PSPs (Payment Service Providers)
• On track daily contact with Regulators, Senior Management and Compliance to keep track of updated AML/CFT handbooks, assessments and manage risks related to client onboarding
• Responding reactively to client’s technical queries whenever an issue is faced with the assistance of dealing desk
• Assist BDMs with client’s inquiries and coordinate strategies for smooth client onboarding
• Working with a third-party vendor TradeCore, CRM is called BrokerIQ
• Responsible for introducing WhatsApp API service to ICM
• Handling all ICM Prepaid MasterCard Issuing
• Maintaining corporate goals and policies with clients and colleagues while monitoring and tracking client’s interactions to improve their experience
• Deal with the development and project management team on CRM solutions and system workflow
• Monitor and report any technical, manual or fraud issues faced while reporting to the relevant departments
• Assist in research and implementation of new projects (I.e. WhatsApp API, ICM Prepaid MasterCard and others)
• Ensuring client satisfaction while providing professional advice and strategic persuasive analysis
• Record, resolve and follow up on client's queries to improve and better their experience to maintain long-term relationships
• Resolving complex queries till closure
Customer Retention Management
• Follow up and deal with third parties PSPs (Payment Service Providers)
• On track daily contact with Regulators, Senior Management and Compliance to keep track of updated AML/CFT handbooks, assessments and manage risks related to client onboarding
• Responding reactively to client’s technical queries whenever an issue is faced with the assistance of dealing desk
• Assist BDMs with client’s inquiries and coordinate strategies for smooth client onboarding
• Working with a third-party vendor TradeCore, CRM is called BrokerIQ
• Responsible for introducing WhatsApp API service to ICM
• Handling all ICM Prepaid MasterCard Issuing
• Maintaining corporate goals and policies with clients and colleagues while monitoring and tracking client’s interactions to improve their experience
• Deal with the development and project management team on CRM solutions and system workflow
• Monitor and report any technical, manual or fraud issues faced while reporting to the relevant departments
• Assist in research and implementation of new projects (I.e. WhatsApp API, ICM Prepaid MasterCard and others)
• Ensuring client satisfaction while providing professional advice and strategic persuasive analysis
• Record, resolve and follow up on client's queries to improve and better their experience to maintain long-term relationships
• Resolving complex queries till closure
• Collect Data from all departments.
• Set up a detailed master excel sheet.
• Follow up with requesters to get a clear data.
• Negotiate and finalize costs per BMA offers.
• Handle cash payments if requested and approved by HOD.
• Prepare a clear excel sheet for with full data to check on race day.
• Present a full report within 48hrs post-race day.
Receive invoices, check and send loadings of weekly shipments.
•Check out bills through RDB’s (Specific rates) and specific quotations.
•Receive bookings and proceed with shipments with respect to their follow up.