Customer Service Manager.Egypt- Corporate Customer Experience.Client Experience and Conduct Group-MBEGP

Mashreq
Egypt
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 8+ yearsEducation: bachelorsSkills: ["Communication","Problem-solving","Customer centricity","Stakeholder management","Ownership"]

Serve as the primary point of contact for corporate banking clients handling enquiries, service requests, and complaints. Resolve cases for first point resolution in the CRM, or escalate and track them through timely completion. Perform root cause analysis and drive thematic fixes by coordinating with stakeholders and impacted departments. Manage CSU data and governance reporting to HO, support CRM enhancements and projects, and deputize the CSU Head in digital transformation working groups.

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FursaFursa
Mashreq
Mashreq
1 day ago

Customer Service Manager.Egypt- Corporate Customer Experience.Client Experience and Conduct Group-MBEGP

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Serve as the primary point of contact for corporate banking clients handling enquiries, service requests, and complaints. Resolve cases for first point resolution in the CRM, or escalate and track them through timely completion. Perform root cause analysis and drive thematic fixes by coordinating with stakeholders and impacted departments. Manage CSU data and governance reporting to HO, support CRM enhancements and projects, and deputize the CSU Head in digital transformation working groups.
Location: Egypt
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Act as the primary point of contact for corporate banking clients’ enquiries, service requests, and complaints.
  • •Comprehend and capture client requirements in the CRM and strive for first point resolution; escalate when needed and track to timely completion.
  • •Escalate issues pending at end of day to the I team head and follow up next working day for completion.
  • •Conduct detailed root cause analysis for customer issues and drive thematic long-term fixes by escalating to team heads and impacted departments.
  • •Own CSU data and governance reporting to HO and support CRM system enhancements and projects; deputize CSU Head for relevant working groups and HO CX queries.

Key Requirements

  • •University graduate with a minimum of 8 years of customer handling experience in the corporate banking space.
  • •Previous experience in corporate customer service is a must.
  • •Exceptional communication skills.
  • •Extensive knowledge of Mashreq products and services for corporate banking.
  • •Strong problem-solving capabilities with customer ownership end to end.
Experience:8+ yearsCorporate banking
Education:Bachelor's
Skills:CommunicationProblem-solvingCustomer centricityStakeholder managementOwnership

Company Brief

Mashreq
Mashreq Bank is a UAE-headquartered full-service bank offering retail, corporate, Islamic and digital banking, treasury, and capital markets services across the Middle East and internationally.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 1967
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Glassdoor: 3.3
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