UAE Nationals only- Senior Customer Service Officer.CXC - RBG - Direct Banking Center.Client Experience and Conduct Group

Role Overview

Senior Customer Service Officer at Mashreq, CXC - RBG - Direct Banking Center, Client Experience and Conduct Group. UAE Nationals only.

Company Overview

Mashreq's Client Experience and Conduct Group operates the Direct Banking Center, a call centre environment serving retail banking customers.

Role Purpose

To delight internal and external customers by delivering excellent service over the phone, chat, and email, resolving banking inquiries, and converting sales opportunities to meet financial targets.

Key Responsibilities

Customer Interaction

• Interact with customers over the phone, chat, and email to understand their banking needs
• Clarify and explain procedures and products over the telephone
• Resolve problems over live chat, email, or telephone

Sales & Conversion

• Convert sales opportunities in order to meet financial targets

Operations

• Operate in a call centre environment where the interface with customers is over the telephone
• Operate within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center
• Handle matters mostly related to explaining procedures or providing information regarding retail banking products

Quality & Feedback

• Provide excellent customer service to achieve customer loyalty
• Capture and report customer feedback towards continual product development
• Perform root cause analysis and reversals of charges and fees when necessary

Performance Management

• Achieve the required KPI set in terms of Adherence, CRD, AHT, Quality score, Post call survey, and NPS

Qualifications & Experience

• University Graduate, preferably with some finance, banking, or maths component
• 1–3 years of experience

Skills & Competencies

• Very customer focused
• Computer literate
• Excellent communication skills
• Strong listening skills