Service Associate, CCU.Egypt- Sphynx - Customer Experience.Client Experience and Conduct Group

Mashreq
Egypt
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 1-2 yearsEducation: bachelorsSkills: ["Customer-focused","Courteous communication","Analytical skills","Communication","Independent collaboration"]

Handle customer inquiries and complaints for RBG and SME customers with timely, accurate resolution. Conduct thorough investigations and root-cause analysis, coordinate with internal departments to resolve issues, and maintain compliant complaint records in the CRM/complaint management system. Support service quality improvements by meeting SLA timelines, managing customer expectations, escalating appropriately, and continuously updating knowledge for better customer experience.

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FursaFursa
Mashreq
Mashreq
2 days ago

Service Associate, CCU.Egypt- Sphynx - Customer Experience.Client Experience and Conduct Group

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Handle customer inquiries and complaints for RBG and SME customers with timely, accurate resolution. Conduct thorough investigations and root-cause analysis, coordinate with internal departments to resolve issues, and maintain compliant complaint records in the CRM/complaint management system. Support service quality improvements by meeting SLA timelines, managing customer expectations, escalating appropriately, and continuously updating knowledge for better customer experience.
Location: Egypt
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Entry level

Key Responsibilities

  • •Provide timely, accurate responses to customer inquiries and complaints.
  • •Investigate complex complaints, perform in-depth investigations and true root-cause analysis, and resolve issues within SLA timelines.
  • •Maintain courteous, proactive, resolution-oriented relationships with internal teams and interacting departments for complete resolution.
  • •Document all customer interactions, complaints, and resolutions accurately in the complaint management system (CRM) while complying with regulatory, confidentiality, and bank policies.
  • •Coordinate follow-up with internal departments (Operations, Business, Compliance, Risk, Technology, and Legal) and escalate to supervisors to avoid reputational damage.

Key Requirements

  • •1–2 years of customer service experience in banking.
  • •Proactive, customer-focused communication while protecting the bank’s interests.
  • •Understanding of retail banking, SME, and neo products, processes, and systems.
  • •Excellent analytical skills to resolve complex problems through investigation and RCA.
  • •Working knowledge of banking operating systems and Microsoft Word and Excel.
Experience:1-2 yearsBankingRetail bankingSMECustomer serviceComplaints handling
Education:Bachelor's
Skills:Customer-focusedCourteous communicationAnalytical skillsCommunicationIndependent collaboration
Languages:EnglishArabic
Tech Stack:CRMComplaint management systemMicrosoft WordMicrosoft ExcelRoot-cause analysis

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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