Customer Service Officer

Mashreq; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Mashreq is seeking a QA-focused professional to monitor telesales interactions across UAE and COE locations, delivering feedback and coaching to frontline staff to elevate service quality.

The role includes team management, strategy development, and setting challenging targets to ensure productivity and efficiency in processes and systems.

Qualifications

• University graduate, preferably with finance/banking or math background.
• Excellent communication skills.
• Minimum 3 years' experience in sales or service environment.
• Experience in Quality Assurance or Service Quality is a plus.
• Proven excellent listening skills.
• Analytical and detail-oriented.

Responsibilities

• Monitor calls and coach frontline staff to improve service quality.
• Manage the team to meet targets and improve productivity.

Skills

Communication skills

Listening skills

Analytical

Computer literacy

Positive attitude

Banking product knowledge

Sales/Service experience

QA experience (advantage)

Education

University degree (finance/banking/math)

Job description

• - To ensure that customer experience with Telesales staff teams in UAE and different COE locations is of a superior nature by continuously monitoring calls and providing feedback and related coaching to frontline liners in order to enhance service quality.
• - To manage the team and ensure that all activities are directed to meeting targets.
• - To develop and implement strategies and objectives as well as set challenging target and ensure that these targets are achieved.
• - To maintain service standards and monitor, evaluate and measure performances to achieve top productivity and efficiency from systems as well as human resources.
• - University Graduate (preferably with some finance / banking or math's component).
• - Excellent communication skills.
• - Min 3 years' experience in a sales / service environmen experience in an add), previous work in a role of Quality Assurance or Service Quality is an added advantage as well.
• - Proven excellent listening skills.
• - Analytical and conscious to detail.
• - Computer literate.
• - Positive attitude.
• - Full knowledge of banks products, process and system information.
• -