Customer Service Manager

Mashreq Bank PSC; Pakistan; On-site; PKR 1,200,000 - 2,000,000; Full time

Job summary

Mashreq Bank PSC is seeking an experienced Corporate Customer Service professional to act as the focal point for non-trade corporate queries and to support service quality for corporate clients in a dynamic banking environment.

The role requires 3–5 years in corporate customer service, strong English communication, knowledge of CRM and cash management, with potential Arabic advantage. You will work closely with the Team Leader to ensure SLAs and optimal service delivery.

Qualifications

• 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.

Responsibilities

• Act as focal point of contact for all Non -Trade related Corporate queries such a 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 escape 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

Skills

Corporate customer service

Communication skills

English proficiency

Arabic language

CRM experience

Cash management

Problem solving

Root cause analysis

Education

University degree

Tools

CRM

Flexcube

Payment platforms

Job description

• Act as focal point of contact for all Non -Trade related Corporate queries such a 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 escape 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.