Customer Service Manager

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

Job summary

Mashreq Bank in Pakistan seeks an experienced Corporate Customer Service professional to act as the main contact for non-trade corporate queries and to support the Service Team Leader in delivering high-quality service to corporate clients.

You will handle inquiries, uphold SLAs, identify root causes, and contribute to process improvements while aligning with bank policies and product offerings to satisfy client needs in Pakistan and abroad.

Qualifications

• University graduate preferable with 3-5 years' experience in Corporate Customer service.
• Prior cash management and operations experience of 2 years in FI is an added advantage.
• Exceptional communication skills with complete command over spoken and written English; Arabic advantageous.
• Deep knowledge of CRM, Flexcube, payment platforms, operational processes 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 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 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

Communication skills

English proficiency

Root cause analysis

Customer service orientation

Market awareness

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.