Customer Service Officer Injaz - DBC Operations 41 Retail Banking Group

Mashreq; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

Mashreq in Dubai is seeking a results-driven telesales QA lead to monitor calls across UAE and COE locations, providing coaching to frontline staff to continually raise service quality and customer experience.

You will manage the team to hit targets, develop strategies, set challenging objectives, and maintain standards while driving productivity from people and systems. A university degree and strong communication skills are essential; banking exposure is a plus.

Qualifications

• University graduate with finance/banking or math component
• Excellent communication skills
• Minimum 3 years' experience in a sales/service environment
• Experience in a Quality Assurance or Service Quality role is a plus
• Proven listening skills and analytical mindset

Responsibilities

• Monitor calls across UAE and COE locations and coach frontline staff to improve service quality
• Manage the team to meet targets and direct activities toward goal achievement
• Develop and implement strategies and objectives and set challenging targets
• Maintain service standards and evaluate performance to drive productivity from people and systems

Skills

Communication skills

Analytical

Listening skills

Computer literate

Positive attitude

Education

University degree

Job description

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.