Mashreq

1 month ago

Team Leader.Client Experience and Conduct-Customer Service (2436092)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Lead and manage a team of chatbot/customer service agents delivering live chat support for retail banking customers; drive performance, service excellence, and adoption of digital self-service channels while meeting operational and sales targets. Collaborate with internal teams, monitor metrics, coach agents, ensure compliance, and optimize customer experience in a fast-paced, digital banking environment.

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Oversee daily chat operations to ensure prompt, accurate, and high-quality customer support.
•Guide and support team members in resolving customer queries efficiently and professionally.
•Ensure team adherence to service standards, compliance policies, and customer experience benchmarks.
•Drive the migration of customers to digital/self-service banking channels.
•Monitor and enhance team performance in handling customer interactions.

Key Requirements

•University graduate (preferably in Finance, Banking, Business, or related disciplines).
•3–5 years of experience in customer service/chat support, with at least 1–2 years in a supervisory or team leadership role.
•Strong understanding of retail banking products and digital banking services.
•Strong leadership, coaching, and team management skills.
•Excellent communication skills in English (verbal and written).

Experience:3-5 yearsBankingRetail bankingCustomer serviceDigital bankingLeadership

Education:Bachelor's

Skills:LeadershipTeam managementCommunicationCoachingProblem-solving

Languages:English

Tech Stack:CRMLive chatDigital banking platforms

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: 3.3

Website LinkedIn Glassdoor

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Mashreq

1 month ago

Team Leader.Client Experience and Conduct-Customer Service (2436092)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Oversee daily chat operations to ensure prompt, accurate, and high-quality customer support.
•Guide and support team members in resolving customer queries efficiently and professionally.
•Ensure team adherence to service standards, compliance policies, and customer experience benchmarks.
•Drive the migration of customers to digital/self-service banking channels.
•Monitor and enhance team performance in handling customer interactions.

Key Requirements

•University graduate (preferably in Finance, Banking, Business, or related disciplines).
•3–5 years of experience in customer service/chat support, with at least 1–2 years in a supervisory or team leadership role.
•Strong understanding of retail banking products and digital banking services.
•Strong leadership, coaching, and team management skills.
•Excellent communication skills in English (verbal and written).

Experience:3-5 yearsBankingRetail bankingCustomer serviceDigital bankingLeadership

Education:Bachelor's

Skills:LeadershipTeam managementCommunicationCoachingProblem-solving

Languages:English

Tech Stack:CRMLive chatDigital banking platforms

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: 3.3

Website LinkedIn Glassdoor