Senior Customer Service Officer – Mashreq
🏢 Company: [Mashreq]
📍 Location:On-site
💰 Salary: Competitive
⏳ Type: Full Time
🎓 Experience: 1 to 3 years
📂 Category: Onsite Job
Job Description:
🏦 **Senior Customer Service Officer – Mashreq**
**Mashreq** is hiring a **Senior Customer Service Officer** in Egypt to support customers across phone, chat and email while delivering high-quality retail banking services.
📍 **Location:** Egypt
💼 **Type:** Full-Time
🏦 **Field:** Retail Banking • Customer Service • Call Center • Direct Banking
### 🔎 About the Role
The role focuses on delivering excellent service to **internal and external customers**, understanding their banking needs, resolving issues and identifying sales opportunities while maintaining strong service and quality KPIs.
### 🎯 What You’ll Do
🔹 Handle **inbound & outbound calls**, customer callbacks, chat and email
🔹 Understand customer banking needs and provide appropriate support
🔹 Deliver excellent customer service and build **customer loyalty**
🔹 Resolve customer issues through phone, live chat and email
🔹 Identify and convert **sales opportunities** to support financial targets
🔹 Explain banking procedures, services and retail banking products clearly
🔹 Capture and report customer feedback to support continuous product improvement
🔹 Perform **root-cause analysis** and handle charge/fee reversals when required
🔹 Act as **backup Team Leader** when Team Leaders are unavailable
### 📊 Key Performance Indicators
The role is measured against key Contact Center KPIs, including:
✔️ Adherence
✔️ CRD
✔️ AHT
✔️ Quality Score
✔️ Post-Call Survey
✔️ NPS
Job Requirements:
🎓 University Graduate — preferably with a **Finance, Banking or Mathematics** background
💼 **1–3 years of experience**
🎯 Strong customer-focused mindset
💻 Good computer skills
🗣️ Excellent communication skills
👂 Strong listening skills
### 🚀 How to Apply
Apply directly through the original **Mashreq** hiring opportunity.
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