Customer Support Analyst - UAEN Only

Policies, Systems, Processes & Procedures Follow all relevant departmental processes, policies, standard operating procedures, and instructions so that work is conducted in a controlled and consistent manner. Demonstrate compliance with the organization’s values and ethics at all times to support the establishment of a value drive culture within the organization.Operational Analysis and Process Improvement Contribute to streamlining operational processes and enhancing service quality by applying knowledge of ADX's products, services, rules, guidelines, and procedures, and adhering to established operational frameworks, thereby supporting a performance culture. Support the adoption of best practices and process improvements by participating in the ongoing analysis of Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and customer feedback to enhance service efficiency and quality. Assist in providing insights from data analysis on the impact of proposed change programs and projects, contributing to strategic planning and the alignment of operational efforts with ADX's goals. Customer Service Analysis and Support Process customer orders, forms, applications, and requests with accuracy and efficiency, assisting in data collection efforts for service delivery analysis. Analyze customer inquiries and complaints, leveraging feedback and insights to identify trends and recommend solutions, thereby enhancing customer experiences and supporting alignment with ADX's strategic objectives for overall customer satisfaction. Maintain a positive, empathetic, and professional attitude towards customers, ensuring their satisfaction through diligent and professional support at all times. Support the evaluation of customer interactions across various communication channels to identify areas for service improvement and contribute to formulating actionable strategies to enhance customer satisfaction. Conduct thorough analyses of management information to evaluate the effectiveness of customer service processes, offering insights and recommendations for potential enhancements within the contact center to uphold and elevate professional customer support standards. Stakeholder Engagement and Compliance Provide analytical support in the fostering of effective communication within the team and engaging stakeholders, thereby promoting a unified and informed approach to customer support. Contribute to ensuring all customer support activities comply with ADX and Securities and Commodities Authority (SCA) regulations by analyzing current practices and recommending enhancements, helping to maintain a secure and compliant working environment through diligent adherence to established policies and procedures. Continuous Improvement Contribute to the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction. Analyze documentation of customer interactions, transactions, comments, and complaints to identify trends and insights, guiding the continuous improvement of service delivery. Risk and Business Continuity Management Conduct all activities in a safe and environmentally responsible manner in compliance with internal policies and guidelines. Prepare and produce reports timely and accurately to meet department requirements, policies, and quality standards. Departmental Responsibility Perform any additional tasks or related duties as may be required by the line manager and in line with business requirements.