• Mashreq Bank Careers | Customer Service Officer, Dubai, UAE

    Mashreq Bank Careers | Customer Service Officer, Dubai, UAE

    Location: Dubai - United Arab Emirates

    Job Description

    Customer Service Officer - GTS - Client Service Unit

    Duties and Responsibilities

    Your main responsibilities in this role include the following:

    • Primary point of contact for bank clients for professional advice, enquiries, resolving of discrepancy and transactional errors.

    • Responsible as primary contact for clients/internal stakeholders related to issue on general banking information, GTS products – Cash management, Trade, MBOL, etc

    • Handle all customer service related issues / activities.

    • Provide the highest standard of client service in response to client Enquiries, Service Requests and Complaints. Delivery simply first class service and contribute to the team effort in achieving agreed service standards

    • Monitor and proactively update client on pending enquiries.

    • Understands when and where to escalate potential issues using the detailed escalation / TAT matrix.

    • Identify client expectations and needs for quality client service and escalate to relevant units to ensure end-end solution/satisfaction or inform client if solution is not available/possible.

    • Engages RM, Product Sales, Operations Partners and other key internal stakeholders to solve client issues

    • As part of service network, provide assistance to other service teams by contacting banks locally (if required) towards resolution of enquiries and issues. Builds and maintains internal networks.

    • Provide assistance to other service teams by contacting internal and third parties (if required) locally towards resolution of enquiries and issues

    • Maintain up-to-date records of all client enquiries on CRM.

    • Responsible for effective service recovery progress through complaint logging and handling.

    • Continuously update and maintain knowledge database

    • Escalate issues which are pending at end of day to supervisor and ensure follow up on next working day for timely completion

    • Maintain a professional MB image through all interaction and communication with clients

    • Complete any assignments which might be given by the supervisor/ BANK

    • Key Result Areas:

    • Ensure service levels are maintained through timely and appropriate response to queries

    • As a Service Partner, work together with Product Sales, Relationship Managers (RM), Operations and other key internal stakeholders to identify opportunities for process improvements

    • Deliver proactive, reliable and excellent service to clients within portfolio by understanding clients' needs and exceeding their expectations.

    • Build relationships and rapport with all clients at the transactional / operational level.

    • Identify opportunities to sell MB products and services, referring them to the appropriate staff

    • Provide feedback for improving Knowledgebase where appropriate

    Job Requirements

    • University graduate with preferably a minimum of 3-4 years relevant working experience

    • Computer literate with ability to learn processing and customer service applications (CRM, etc)

    • Intermediate level of product knowledge i.e. Cash/ Trade

    • Good command of spoken and written English. Arabic advantageous

    • Keen listener, effective interpersonal & communication skills and team player

    • Good analytical and problem solving skills

    • Service-orientated, thoroughness, good organizational skills

    • Posses positive attitude & willingness to learn & take ownership

    • Direct Customer Service experience is an advantage

    • Actively looking for ways to improve processes

    • Ability to work under pressure

    • Fast learner, energetic, and results-oriented.

    • Ability to multi-task and adapt to any situation or change

    Job Details

    Company: Mashreq Bank

    Employment Type: Full-time

    Job Location: Dubai, United Arab Emirates

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