Customer Service Officer.Injaz - DBC Operations.41.Retail Banking Group

Mashreq
United Arab Emirates
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 3+ yearsEducation: bachelorsSkills: ["Communication","Listening","Analytical","Attention to detail","Positive attitude"]

Manage customer experience quality for Telesales staff teams across UAE and multiple COE locations by continuously monitoring calls, giving feedback, and coaching frontline liners. Lead team activities to meet targets, develop service strategies and objectives, and ensure performance is tracked to maximize productivity and efficiency from both systems and people. Maintain bank service standards and support strong service quality outcomes.

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FursaFursa
Mashreq
Mashreq
1 week ago

Customer Service Officer.Injaz - DBC Operations.41.Retail Banking Group

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 15 minutes agoStatus: Live

Job Summary

Manage customer experience quality for Telesales staff teams across UAE and multiple COE locations by continuously monitoring calls, giving feedback, and coaching frontline liners. Lead team activities to meet targets, develop service strategies and objectives, and ensure performance is tracked to maximize productivity and efficiency from both systems and people. Maintain bank service standards and support strong service quality outcomes.
Location: United Arab Emirates
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Continuously monitor calls and provide feedback and related coaching to frontline liners to enhance service quality.
  • •Manage the team and ensure activities are directed to meeting targets.
  • •Develop and implement strategies and objectives, set challenging targets, and ensure achievement.
  • •Maintain service standards and monitor, evaluate, and measure performance for productivity and efficiency.
  • •Ensure top service quality outcomes using both systems and human resources.

Key Requirements

  • •University Graduate (preferably with some finance/banking or math component).
  • •Min 3 years’ experience in a sales/service environment; previous Quality Assurance or Service Quality experience is an added advantage.
  • •Excellent communication skills and proven excellent listening skills.
  • •Strong analytical skills and attention to detail.
  • •Computer literate with full knowledge of banks products, process, and system information.
Experience:3+ yearsBankingRetail bankingSalesCustomer service
Education:Bachelor's
Skills:CommunicationListeningAnalyticalAttention to detailPositive attitude

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
Glassdoor
Glassdoor: 3.3
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