UAE Nationals Only- Senior Customer Service Officer. Client Experience & Conduct - Customer Service- Client Experience & Conduct Group

Role Overview

Senior Customer Service Officer, UAE Nationals Only, at Mashreq in the Client Experience & Conduct - Customer Service division.

Role Purpose

To deliver exceptional customer service to internal and external customers across multiple channels—phone (inbound and outbound callback), chat, and email—while resolving issues, converting sales opportunities, and driving continuous product improvement through customer feedback.

Key Responsibilities

Customer Engagement

• Interact with customers over the phone, chat, and email to understand their banking needs.
• Provide excellent customer service over live chat, email, or telephone to achieve customer loyalty.
• Clarify and explain banking procedures and retail products over the telephone.

Problem Resolution

• Resolve customer problems over live chat, email, or telephone.
• Perform root cause analysis and process charge and fee reversals when necessary.

Sales & Conversion

• Convert sales opportunities to meet financial targets.

Reporting & Feedback

• Capture and report customer feedback towards continual product development.

Operational Performance

• Operate in a call centre environment where customer interface is primarily over telephone.
• Operate within standard rules and guidelines set by the Bank and those unique to the Direct Banking Center.
• Achieve required KPIs in adherence, CRD, AHT, quality score, post-call survey, and NPS.

Qualifications & Experience

• University degree, preferably with a finance, banking, or mathematics component.
• 1–3 years of relevant experience.

Skills & Competencies

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

Additional Information

• UAE Nationals only.