UAE Nationals Only- Senior Customer Service Officer. Client Experience & Conduct - Customer Service- Client Experience & Conduct Group

Mashreq
United Arab Emirates
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 1-3 yearsEducation: bachelorsSkills: ["Customer focus","Communication","Listening","Problem-solving","Computer literacy"]

Delight customers by handling inbound and outbound calls, as well as chat and email follow-ups, to understand banking needs and provide excellent service. Resolve issues over live chat, email, or telephone, clarify products and procedures, and capture customer feedback for ongoing product improvement. Operate in a call center environment, meet KPIs including quality and NPS, and support root-cause analysis and charge/fee reversals when required.

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FursaFursa
Mashreq
Mashreq
2 days ago

UAE Nationals Only- Senior Customer Service Officer. Client Experience & Conduct - Customer Service- Client Experience & Conduct Group

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Delight customers by handling inbound and outbound calls, as well as chat and email follow-ups, to understand banking needs and provide excellent service. Resolve issues over live chat, email, or telephone, clarify products and procedures, and capture customer feedback for ongoing product improvement. Operate in a call center environment, meet KPIs including quality and NPS, and support root-cause analysis and charge/fee reversals when required.
Location: United Arab Emirates
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Delight internal and external customers by handling inbound and outbound calls and call-backs.
  • •Interact with customers over phone, chat, and email to understand banking needs.
  • •Provide excellent customer service to achieve customer loyalty and resolve issues promptly.
  • •Explain banking procedures and products over the telephone and provide relevant information.
  • •Meet call center KPIs (adherence, CRD, AHT, quality score, post-call survey, NPS) and perform root-cause analysis and charge/fee reversals when needed.

Key Requirements

  • •Preferably a university graduate with some finance/banking or maths component.
  • •1–3 years of experience in customer-facing roles.
  • •Strong customer focus with excellent communication and listening skills.
  • •Computer literate.
  • •Experience explaining procedures and providing information about retail banking products.
Experience:1-3 yearsBankingFinanceCustomer service
Education:Bachelor's in finance/banking or maths component
Skills:Customer focusCommunicationListeningProblem-solvingComputer literacy

Eligibility

Nationality:UAE National

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
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