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GB1726 - Customer Service Officer-CPD

Business Unit: Consumer Banking
Division: Card Products
Department: Customer Service
Contract Type: Full Time
Area/Branches: Al-Saleh Building
Closing Date: 26-Aug-2016

About Gulf Bank

Gulf Bank was established in 1960 and has since progressed to becoming an industry-leading financial services provider complemented by a large network of 55 branches strategically positioned in key locations across Kuwait.

The main groups of the Bank are Consumer Banking, Corporate Banking, International Banking and Treasury.

Job Purpose: To handle standard clerical duties with efficiency within the Customer Service Unit by receiving incoming credit/debit card queries and complaints from customers, branches and other departments and ensuring prompt resolution of all queries and customer complaints. The role also includes monitoring and follow – up with customers on suspected fraudulent transactions.

Customer Relations:

  • Receive various queries related to credit/debit cards and communicate with the appropriate teams ensuring prompt resolution of all queries and complaints

  • Document and register all customer queries/ requests and update service request log with feedback on the progress, resolution or conclusion in order to maintain cardholder information on the card processing system as per GB policy

  • Follow-up with concerned Teams on pending customer requests and internal service requests with a scheduled turnaround time per request and keep customers informed on the progress of their service request


  • Assist customers in case of a lost or stolen card situation and take appropriate action to secure customer’s account

  • Coordinate with customers regarding any dispute or fraud Issue ensuring suitable action and timely closure 

  • Communicate with customers in case of any un-usual and doubtful activity from the daily-transgressed rules transaction reports to escalate appropriate measure in resolving the issue

  • Handle all customers, merchant and internal staff in a professional manner.


  • Provide daily reports to the supervisor.

Corporate Governance:
Follow all relevant operational procedures and instructions so that work is carried out in a controlled and consistent manner
Conform to risk policies and procedures to minimize the error ratios and customer frauds.

Education, Knowledge, Experience and Skills:

Education / Qualifications:High School Certificate / Diploma in Banking Operations

Knowledge: Knowledge of Consumer Banking products and services; understanding of Cards Products. Knowledge of regional business trends and local market.

Experience: 1 - 2 years experience in customer service relating to a credit card business environment and basic knowledge of MasterCard, Visa and Amex card products, functionality & ruleS

Generic & Specific Skills:  

  • Bilingual in Arabic and English
  • Communication and interpersonal skills
  • Professional Telephone Etiquette
  • Customer Service & Selling Skills

Note: you will be required to attach the following:
1. Resume / CV

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