1- Handling all customers’ inquiries, requests & complaints by phone, Emails and Customer portal’s ticketing system and Ensure delivery of mdp services to its customers with highest level of Service Quality in complete adherence to the Service Level Agreement. 

2- Notify clients about technical and operational changes, policies and procedures.

3- Investigate & report any errors to the concerned department for rectification.

4- Handling all new requests and customized ad hoc reports requested from the client.

5- Ability/willing to work rotational shifts as per the workflow.

6- Oversee the performance of Customer SLA and react proactively towards any potential breach.

7- Ensure that the appropriate resources and level of focus are applied to customer’s requests and incidents to ensure a timely response/resolution.

8- Validate the escalations, evaluate the situation, and work with all stakeholders to ensure proper rectification for the escalated ticket.

9- Follow up the critical cases, which may have significant financial / customer service / reputation impacts.

10- Be up to date with all Scheme Mandates and Industry Changes and any technical and operational changes and make sure all of them are properly notified to the Customers.