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, open to UAE Nationals only. The role involves handling inbound and outbound calls, providing excellent customer service, resolving issues, and converting sales opportunities.
Key Skills for This Role
Responsibilities
- Interact with customers over the phone, chat, email to understand their banking needs
- Provide excellent customer service to achieve customer loyalty
- Resolve problems over the live chat, email or telephone
- Convert sales opportunities in order 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 some 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 Responsibilities
- Interact with customers over the phone, chat , email to understand their banking needs.
- Provide excellent customer service to achieve customer loyalty.
- Resolve problems over the live chat, email or telephone.
- Convert sales opportunities in order to meet financial targets.
- Clarify and explain procedures and products over the telephone.
- Capture and report customer feedback towards continual product development.
Key Result Areas
- Achieve the required KPI set in term 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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