Customer Service Manager

Mashreq; Karachi Division; On-site; PKR 900,000 - 1,300,000; Full time

Job summary

Mashreq Bank seeks an experienced Corporate Customer Service professional to act as the focal point for remittance, cheque clearing, and account opening for corporate clients in UAE and overseas.

You will support the Team Leader to ensure high-quality service, adhere to SLAs, and escalate issues promptly. The role requires 3–5 years in corporate CS, strong English communication, and knowledge of banking tech like CRM and Flexcube.

Qualifications

• University graduate with 3–5 years in Corporate Customer Service.
• Prior cash management and operations experience of 2 years; FI exposure is a plus.
• Exceptional communication with English; Arabic is advantageous.
• Deep knowledge of CRM, Flexcube, payment platforms and customer service processes.

Responsibilities

• Act as focal point of contact for all Non-Trade corporate queries (Remittance, Cheque clearing, account opening).
• Support Team Leader / Customer Service Manager to ensure high quality service for corporate clients.
• Adherence to Unit’s SLAs and highest level of customer service to corporate clients.
• Timely escalation of issues to direct supervisor / team leader for evaluation and escalation.
• Identify root causes and propose process improvements.

Skills

Communication skills

English proficiency

Arabic advantageous

Education

University degree preferred

Tools

CRM

Flexcube

Payment platforms

Job description

• Act as focal point of contact for all Non -Trade related Corporate queries such as Remittance, Cheque clearing, account opening etc.
• Support Team Leader / Customer Service Manager to execute all necessary actions to assure a high quality of customer service for Corporate customers
• Adherence to Unit’s SLAs and ensuring highest level of customer service to Corporate Clients
• Ensure to timely escalation issues to Direct supervisor / Team leader for onward evaluation and further escalation
• Ability to clearly identify Root Cause and propose process improvements
• Provide highest level of service to Corporate Customers both in UAE & overseas
• Understand client needs in order to effectively service the customers
• Be well versed with product, services, solutions of the Bank’s offering, as well as on problem resolution, escalation processes and problem tracking mechanism

Knowledge & Skills :

• University graduate preferable with minimum 3 - 5 years’ experience in Corporate Customer service
• Prior Cash management and operations experience of 2yrs – FI experience will be an added advantage
• Exceptional communication skills with complete command over spoken and written English. Arabic advantageous
• Deep knowledge of tech applications such as CRM, Flexcube, Payment platforms, operational processes activities and customer service.
• Clear understanding of market dynamics and the ability to assess the market going forward.