Senior Customer Service Officer

Mashreq; Dubai; On-site; AED 67,000 - 112,000; Full time

Job summary

Mashreq in Dubai seeks a customer service professional for inbound and outbound banking support. You will engage customers by phone, chat and email to understand their needs and provide tailored solutions.

You will resolve issues efficiently, aim for high satisfaction, and strive to meet financial targets while maintaining adherence to bank policies and elevated service standards. Strong communication, active listening and computer literacy are essential, as is a customer-first mindset in a

Qualifications

• University graduate with finance/banking or maths background.
• 1–3 years experience in customer service.
• Very customer focused.
• Computer literate.
• Excellent communication skills.
• Strong listening skills.

Responsibilities

• Interact with customers over the phone, chat, and email to understand banking needs.
• Provide excellent customer service to achieve customer loyalty.
• Resolve problems via live chat, email or telephone.
• Convert sales opportunities to meet financial targets.
• Explain procedures and products over the phone.
• Capture and report customer feedback for product development.

Skills

Customer focus

Computer literacy

Excellent communication

Active listening

Education

University graduate

Finance/Banking or Maths background

Job description

Job Purpose

To delight internal and external customers over the phone ( inbound & outbound -call back)

• - Interact with customers over the phone, chat , email to understand their banking needs.
• - Provide excellent customer service to achieve customer loyalty.
• - Resolve problems over the live chat, email or telephone.
• - Convert sales opportunities in order to meet financial targets.
• - Clarify and explain procedures and products over the telephone.
• - Capture and report customer feedback towards continual product development.

Key Result Areas

Achieve the required KPI set in term of

• Adherence
• CRD
• AHT
• Quality score
• post call suveuy
• NPS
• Key Result Areas (Continued)- Operates in a Call Centre environment where the interface with customers is over the telephone.
• - Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center.
• - Mostly related to explaining procedures or providing information regarding retail banking products.
• - Also involves root cause analysis and reversals of charges and fees when necessary.

Knowledge, Skills and Experience Knowledge, Skills and Experience (Continued)

• - University Graduate (preferably with some finance / banking or maths component).
• - 1 – 3 years experience
• - Very customer focused
• - Computer literate
• - Excellent communication skills
• - Strong listening skills