Role Overview: This position is designed for a detail-oriented professional focused on protecting consumer interests, managing customer inquiries, complaints, and ensuring the highest standards of service delivery in the exchange house sector. The Consumer Protection Officer will uphold organizational policies while fostering trust and satisfaction among clients.

Position Purpose: The role is primarily responsible for monitoring, handling, and resolving customer complaints, ensuring that issues are addressed in a timely and satisfactory manner. The officer will analyze recurring concerns and implement measures to enhance overall customer experience while maintaining compliance with regulatory requirements.

Customer Complaints Management: The selected candidate will take ownership of customer complaints, ensuring each case is logged, tracked, and resolved efficiently. They will coordinate with relevant departments, follow up on pending issues, and implement preventive actions to minimize recurring complaints and maintain high service quality.

Call Records Maintenance: The officer will maintain accurate records of all customer interactions across multiple channels, including phone, email, and chat. Proper documentation will allow for quick reference, improve accountability, and assist in identifying trends or areas requiring additional attention or training.

Reporting & Surveys: The role requires preparation of detailed monthly reports and conducting customer satisfaction surveys. These reports will help management identify patterns, assess service efficiency, and guide improvements in customer service policies, procedures, and performance metrics.

Policy & Process Improvement: The officer will review existing customer service processes, identify inefficiencies, and recommend enhancements to ensure smoother operations. They will work proactively with internal teams to improve workflows, standard operating procedures, and implement best practices for superior client experience.

How to Apply

Interested candidates (Arab Nationals only) who meet the requirements and are ready for immediate joining are requested to send their CV to cv@alfuadexchange.com with the subject line “Application for Consumer Protection Officer.” Ensure all experience details, qualifications, and contact information are included for swift processing.

About Us

Al Fuad Exchange is a leading financial services provider in the UAE specializing in foreign exchange and remittance services. Known for its commitment to transparency, customer satisfaction, and operational excellence, the company provides a professional and collaborative work environment that encourages growth, skill development, and career advancement.