Customer Service Manager

Mashreq
Pakistan
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 3-5 yearsEducation: bachelorsSkills: ["Communication","Root cause analysis","Process improvement","Client-focused service","Problem resolution"]

Serve as the focal point for non-trade corporate queries (e.g., remittances, cheque clearing, account opening) and lead execution of actions that ensure high-quality corporate customer service. Maintain adherence to unit SLAs, escalate issues for evaluation, and identify root causes to propose process improvements. Provide end-to-end service to corporate clients both in UAE and overseas while staying expert in bank products, services, and problem-tracking/escalation processes.

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FursaFursa
Mashreq
Mashreq
1 day ago

Customer Service Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Serve as the focal point for non-trade corporate queries (e.g., remittances, cheque clearing, account opening) and lead execution of actions that ensure high-quality corporate customer service. Maintain adherence to unit SLAs, escalate issues for evaluation, and identify root causes to propose process improvements. Provide end-to-end service to corporate clients both in UAE and overseas while staying expert in bank products, services, and problem-tracking/escalation processes.
Location: Pakistan
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Act as focal point for non-trade corporate queries such as remittance, cheque clearing, and account opening
  • •Support the Support Team Leader/Customer Service Manager to execute actions ensuring high-quality corporate customer service
  • •Ensure adherence to unit SLAs and deliver the highest customer service level to corporate clients
  • •Timely escalate issues to direct supervisor/team leader for onward evaluation and escalation
  • •Provide service to corporate customers (UAE and overseas) and apply knowledge of bank products, services, escalation processes, and problem tracking mechanisms

Key Requirements

  • •University graduate with 3–5 years’ experience in corporate customer service
  • •Exceptional spoken and written English communication skills; Arabic is advantageous
  • •Prior cash management and operations experience (2 years); FI experience is an added advantage
  • •Deep knowledge of CRM and operational/process activities plus payment platforms
  • •Ability to understand client needs and clearly identify root causes to propose process improvements
Experience:3-5 yearsBankingCorporate customer serviceCash managementFI experience
Education:Bachelor's
Skills:CommunicationRoot cause analysisProcess improvementClient-focused serviceProblem resolution
Languages:EnglishArabic
Tech Stack:CRMFlexcubePayment 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
Glassdoor: 3.3
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