Mashreq, one of the biggest banking agglomerates in the UAE, is currently in search for a Customer Service Manager.
Job Purpose
- Support Team Leader / Customer Service Manager to execute all necessary actions to ensure positive Client Experience
- Act as focal point of contact for all Non -Trade related Corporate queries such a Remittance, Cheque clearing, account opening etc for CIBG & IBG clients
- Adherence to Unit’s SLAs and ensuring highest level of customer service to Corporate Clients across UAE & IBG locations
- Ability to work in line with Overseas working week
- Ensure to timely escalate issues to Direct supervisor / Team leader for onward evaluation and further escalation
- Ability to clearly identify Root Cause and propose process improvements
- Timely logging of all queries in CRM
Key Result Areas
- In line with the CX strategy, Provide highest level of Client Experience & 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
- Support implementation of necessary applications and processes to automate the whole process, to minimize time response and to assure a proper identification and monitoring of problem resolution
Knowledge, Skills And Experience
- University graduate preferable with minimum of 3-5 years’ experience in Corporate Customer service
- Prior Customer Service experience of 2yrs –specially dealing with IBG clients in Qatar , Bahrain & Kuwait - 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.