Senior Customer Service Officer.Client Experience and Conduct-Customer Service

Mashreq
Bengaluru
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2-3 yearsEducation: bachelorsSkills: ["Customer focus","Communication","Listening","Interpersonal skills","Problem-solving"]

Handle inbound and outbound customer calls in a call-center environment to understand banking needs, explain procedures and products, and resolve issues over the phone. Follow up end-to-end on customer problems, perform root-cause analysis and reverse charges/fees when necessary, and help migrate customers to digital channels. Convert relevant sales opportunities to meet financial targets while capturing customer feedback to improve products and meeting KPIs like adherence, AHT, quality, and NPS.

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FursaFursa
Mashreq
Mashreq
2 days ago

Senior Customer Service Officer.Client Experience and Conduct-Customer Service

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Handle inbound and outbound customer calls in a call-center environment to understand banking needs, explain procedures and products, and resolve issues over the phone. Follow up end-to-end on customer problems, perform root-cause analysis and reverse charges/fees when necessary, and help migrate customers to digital channels. Convert relevant sales opportunities to meet financial targets while capturing customer feedback to improve products and meeting KPIs like adherence, AHT, quality, and NPS.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Interact with customers over the phone to understand their banking needs.
  • •Provide excellent customer service to build loyalty and resolve problems over the telephone.
  • •Perform end-to-end follow-up of customer issues.
  • •Explain procedures and products over the telephone and capture/report customer feedback.
  • •Operate within bank and Direct Banking Center guidelines in the call centre environment, including root-cause analysis and charge/fee reversals when necessary.

Key Requirements

  • •University graduate (preferably with some finance/banking or maths component).
  • •2–3 years of experience in a customer-facing role.
  • •Very customer-focused.
  • •Computer literate.
  • •Excellent communication skills in English and Urdu/Hindi.
Experience:2-3 yearsBankingFinance
Education:Bachelor's
Skills:Customer focusCommunicationListeningInterpersonal skillsProblem-solving
Languages:EnglishUrduHindi

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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