Job Description
Mashreq Bank is currently seeking to hire a Service Manager To Manage and motivate the CSR team to constantly and visibly improve customer satisfaction scores and related survey results through complaints resolution
To maintain courteous, proactive and resolution oriented relationship with all interacting units / departments of the bank in order to ensure complete resolution of customer complaints.
To handle and resolve all unstructured and complex customer complaints in an effective and timely manner.
Duties and Responsibilities
Your main responsibilities in this role include the following:
To develop and maintain optimum level of service quality with external and internal customer by ensuring complaints resolution in reasonable TAT as per SLAs.
To be the contact point for all internal staff with the core responsibility of resolving customer complaints, which are logged through all touch points – branches, MOL, emails, mails, phone banking and various channels.
Resolve/escalate all customer complaints assigned within agreed TAT
Recommend template based responses for queries and recurring complaints.
Ensure 100% of the companies are logged and updated on the systems before, during and after resolution.
Maintain a strong follow-up with other units in order to ensure complete and accurate resolution of customer complaints.
Contribute towards process and quality improvement within the bank by highlighting recurring issues and investigating root causes. By providing constructive feedback on service quality aspects through first hand observations.
Work to exceed the service standards and indicators and be individually responsible for prompt reporting of the same on an ongoing basis.
Training branch staff by conducting structured and unstructured programs to enhance their service delivery skills.
Responsible for motivating and managing CSR teams through regular huddles, engaging, interaction, trainings, team building exercises and career development.
Analyze and share daily MIS for insights. Participate in the development, enhancement and monitoring of complaint resolution process and reporting of key performance indicators of team.
Participate in analyzing the root cause of problems and put up plans to resolve them permanently in coordination with the process/product owners and review / measure improvement in process/product.
Job Requirements
Should be proactive and customer focused without compromising the bank’s interest. Courteous and respectful in communication.
Understanding of basic retail banking, trade finance terminologies, products, processes and systems.
Preferably having Arabic Communication and correspondence skills
Thorough knowledge of features and benefits of all products and services of the bank.
Working knowledge of all operating systems in the bank (CRM, Banksys, Lionsys, Bank Trade Banc24, Symposium etc).
Strong key board and PC skills with thorough knowledge of MS office
Excellent inter-personal and communication skills with ability to perform as a team player (written and oral)
Ability to manage teams and work under pressure and capable of motivating and managing large teams.
Excellent analytical skills to enable resolution of complex problems.
3 – 5 years customer service experience in banking
Job Details
Company/Organization: Mashreq Bank
Employment Type: Full-time
Job Location: Dubai, United Arab Emirates
Application Deadline: N/A
