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

Mashreq
Bengaluru
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 1-3 yearsEducation: bachelorsSkills: ["Customer focus","Empathy","Patience","Communication","Multitasking","Time management"]

Provide exceptional customer support through live chat and telephone for retail banking needs. Resolve customer queries, troubleshoot issues, and ensure timely follow-up for unresolved chats while meeting service-level and quality standards. Explain banking procedures and products, migrate customers to digital channels, document interactions, and escalate issues appropriately. Identify sales opportunities during chat conversations, capture customer feedback, and collaborate with internal teams for smooth handoffs and continuous improvement.

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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: 2 hours agoStatus: Live

Job Summary

Provide exceptional customer support through live chat and telephone for retail banking needs. Resolve customer queries, troubleshoot issues, and ensure timely follow-up for unresolved chats while meeting service-level and quality standards. Explain banking procedures and products, migrate customers to digital channels, document interactions, and escalate issues appropriately. Identify sales opportunities during chat conversations, capture customer feedback, and collaborate with internal teams for smooth handoffs and continuous improvement.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Engage customers through live chat to understand and resolve their banking needs.
  • •Deliver prompt support over chat to enhance satisfaction and loyalty, and troubleshoot and resolve queries efficiently.
  • •Ensure timely follow-up on unresolved chat issues and migrate customers to digital channels.
  • •Clarify and explain procedures and products over the telephone, focusing mostly on retail banking information.
  • •Identify sales opportunities during chat interactions, collaborate with internal teams for handoffs, and capture feedback; document and escalate issues per policy.

Key Requirements

  • •University graduate (preferably with background in finance, banking, or mathematics).
  • •1–3 years of experience in customer support or chat support roles.
  • •Strong customer focus with empathy and patience.
  • •Computer literacy and quick typing skills essential.
  • •Proficiency in English (verbal and written) and strong communication/interpersonal skills.
Experience:1-3 years
Education:Bachelor's in finance, banking, or mathematics (preferred)
Skills:Customer focusEmpathyPatienceCommunicationMultitaskingTime management
Languages:English

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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