Customer Service Officer.Injaz - DBC Operations.41.Retail Banking Group

Role Overview

Customer Service Officer at Mashreq, Injaz - DBC Operations, Retail Banking Group, UAE.

Role Purpose

Ensure superior customer experience with Telesales staff teams across UAE and different COE locations by continuously monitoring calls, providing coaching feedback to frontline staff, and driving service quality enhancement.

Key Responsibilities

Quality Assurance & Performance Monitoring

• Monitor calls continuously to evaluate service quality and staff performance.
• Provide feedback and coaching to frontline liners to enhance service delivery.
• Evaluate and measure performance metrics to achieve top productivity and efficiency.
• Maintain service standards across all team activities.

Team Management & Target Achievement

• Manage the team and direct all activities toward meeting targets.
• Set challenging targets and ensure their achievement.
• Drive efficiency from both systems and human resources.

Strategy & Objectives

• Develop and implement strategies and objectives aligned with business goals.

Qualifications & Experience

• University graduate, preferably with finance, banking, or mathematics component.
• Minimum 3 years' experience in a sales or service environment.
• Previous work in Quality Assurance or Service Quality is an added advantage.

Skills & Competencies

• Excellent communication skills.
• Proven excellent listening skills.
• Analytical mindset and attention to detail.
• Computer literate.
• Positive attitude.
• Full knowledge of bank products, processes, and system information.