UAE Nationals only- Senior Customer Service Officer.CXC - RBG - Direct Banking Center.Client Experience and Conduct Group
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Key skills for this role
About the Role
Mashreq is seeking a Senior Customer Service Officer for its Direct Banking Center in Abu Dhabi. The role involves handling inbound/outbound calls, chats, and emails to provide excellent customer service, resolve issues, and convert sales opportunities.
Key Skills for This Role
Responsibilities
- Interact with customers over the phone, chat, and email to understand their banking needs
- Provide excellent customer service to achieve customer loyalty
- Resolve problems over live chat, email, or telephone
- Convert sales opportunities to meet financial targets
- Clarify and explain procedures and products over the telephone
- Capture and report customer feedback towards continual product development
Requirements
- University Graduate (preferably with finance/banking or maths component)
- 1 3 years experience
- Very customer focused
- Computer literate
- Excellent communication skills
- Strong listening skills
Full Job Posting
Job Purpose
- To delight internal and external customers over the phone (inbound & outbound call back).
Key Result Areas
- Achieve the required KPI set in terms of Adherence, CRD, AHT, Quality score, post call survey, NPS.
- 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
- 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.
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