Customer Service Officer.CXC - RBG - Direct Banking Centre-Egypt COE.Client Experience and Conduct Group-MEGPCOE

Mashreq appears to be involved in retail and direct banking services, likely operating in the financial sector with a focus on customer experience and distribution.

Job Purpose To delight internal and external customers over the phone ( inbound & outbound -call back) - Interact with customers over the phone, chat , email to understand their banking needs. - Provide excellent customer service to achieve customer loyalty. - Resolve problems over the live chat, email or telephone. - Convert sales opportunities in order to meet financial targets. - Clarify and explain procedures and products over the telephone. - Capture and report customer feedback towards continual product development. Key Result Areas Achieve the required KPI set in term of Adherence CRD AHT Quality score post call suveuy NPS Key Result Areas (Continued)- Operates in a Call Centre environment where the interface with customers is over the telephone. - Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center. - Mostly related to explaining procedures or providing information regarding retail banking products. - Also involves root cause analysis and reversals of charges and fees when necessary. Knowledge, Skills and Experience Knowledge, Skills and Experience (Continued)- University Graduate (preferably with some finance / banking or maths component). - 1 – 3 years experience - Very customer focused - Computer literate - Excellent communication skills - Strong listening skills. Show more

A Customer Service Officer provides support to customers through telephone interactions, ensuring their banking needs are met. The role involves resolving issues, offering guidance, and promoting customer satisfaction. This position plays a key part in maintaining positive client relationships and supporting organizational goals.

• Assist customers with inquiries and resolve issues over the phone
• Provide information on banking products and procedures
• Capture and relay customer feedback for improvement purposes
• Promote sales opportunities while maintaining professional standards
• Adhere to internal guidelines and operational protocols

• Communication
• Problem-solving
• Customer service orientation
• Attention to detail
• Time management
• Teamwork
• Interpersonal skills
• Computer literacy