Customer Service Officer - Center of Excellence – Egypt

Mashreq Bank

Job Purpose

To delight internal and external customers over the telephone

Key Result Areas

Interact with customers over the phone to understand their banking needs.

Provide excellent customer service to achieve customer loyalty.

Resolve problems over the telephone on the spot.

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.

Handling escalation customer complaints

Managing priority customers segment calls.

Handling maintenance activities such as Credit cards replacements, Debit card replacements, CRM follow ups, etc…

Knowledge, Skills, and Experience

University Graduate (preferably with some finance / banking or math’s component).

Very customer focused

Excellent communication skills

Strong listening skills.

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