Customer Service Manager (Mashreq Global Network Pakistan)

Job Purpose

• Understand client expectations & deliver finest service delivery.
• Ensure end-to-end solution to the satisfaction of Corporate client.
• Engages RM, Product Sales, Operations Partners and other key internal stakeholders to solve client’s day to day account & transactional related issue and queries with teh agreed SLA while maintaining highest quality standards
• Daily interaction and activity coordination with all units of the Bank that contributes direct or indirectly to the business objectives and goals.
• Coordinate with operations to define resolution / process changes / workflows to improve service levels and document the same.

Key result Areas

Ensuring SLAs are met and Highest quality standards are ensured

Client satisfaction

Close Rapport with Business & relevant stakeholders

Team player

Knowledge, Skills and Experience

• Complete understanding of back office processes vital to structure a seamless solution and appropriate customer service.
• Ability to analyze root of problems and ability to track problem resolution
• University graduate preferable with prior experience of min 5 years in Cash , Payments and operations is a must
• Additional 3 years of experience in Corporate Customer service / client facing role
• Exceptional communication skills with complete command over spoken and written English. Arabic advantageous
• CRM knowledge