Senior Officer - Social Care.CXC - RBG - Direct Banking Centre-Egypt COE.Client Experience and Conduct Group-MEGPCOE

Mashreq
Egypt
Workplace: OnsiteFull timeFunction: Banking, Lending & CreditSkills: ["Empathy","Professional communication","Case management","Customer focus","Problem resolution"]

Monitor and manage customer interactions across assigned social media channels, responding professionally and within defined timelines while maintaining brand tone. Accurately classify interactions (e.g., complaints, inquiries, service requests) and create, update, and route cases through closure in designated systems. Apply complaint handling procedures, coordinate with internal stakeholders for resolutions, provide clear updates, and escalate complex/high-risk cases as needed.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Mashreq
Mashreq
1 day ago

Senior Officer - Social Care.CXC - RBG - Direct Banking Centre-Egypt COE.Client Experience and Conduct Group-MEGPCOE

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Monitor and manage customer interactions across assigned social media channels, responding professionally and within defined timelines while maintaining brand tone. Accurately classify interactions (e.g., complaints, inquiries, service requests) and create, update, and route cases through closure in designated systems. Apply complaint handling procedures, coordinate with internal stakeholders for resolutions, provide clear updates, and escalate complex/high-risk cases as needed.
Location: Egypt
Workplace: Onsite
Employment Type: Full time
Job Function: Banking, Lending & Credit
Seniority: Mid level

Key Responsibilities

  • •Monitor customer interactions across assigned social media channels and respond within defined response timelines while maintaining brand tone.
  • •Assess, classify, and create/update cases in designated systems, ensuring correct categorization and routing.
  • •Handle assigned cases from receipt through closure, including following complaint handling procedures and guidelines.
  • •Coordinate with internal stakeholders to obtain information and resolutions, and provide regular customer updates through the resolution journey.
  • •Escalate complex or high-risk cases using the defined escalation matrix.

Key Requirements

  • •Respond to customer comments, posts, and messages professionally and in a timely manner.
  • •Assess and accurately classify customer interactions into complaint, inquiry, service request, feedback, rating/review, or compliment.
  • •Create and update cases in designated systems and ensure correct categorization and routing.
  • •Follow established complaint handling procedures, policies, and operational guidelines.
  • •Demonstrate empathy and professionalism during customer interactions, including service recovery and follow-up.
Skills:EmpathyProfessional communicationCase managementCustomer focusProblem resolution
Languages:US

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
WebsiteLinkedInGlassdoor