Customer Service Manager - Trade Specialist (Mashreq Global Network)

Job Purpose
- Act as focal point of contact for E2E handling of all Trade & Factoring related Corporate queries.

- Highlight potential issues related to Customer trade transactions & process

- Follow up for Trade related FI approvals for CIBG customer transactions.

- Adherence to Unit’s SLAs and ensuring highest level of customer service to Corporate Clients

- Timely escalate issues to Direct supervisor / Team leader for onward evaluation and further escalation

- Maintain up-to-date records of all client Trade enquiries / Complaints on CRM.

- Ability to clearly identify Root Cause and propose process improvements


Key Result ARea
- Understand client expectations & deliver finest Trade service delivery. Ensure end-to-end solution to the satisfaction of the client.

- Engages RM, Product Sales, Operations Partners and other key internal stakeholders to solve client’s trade related transactional issues. This will not include decisions on special pricing & financial /credit decisions.

Trade specialist will also handle queries relating to charges computations and SOC queries pertaining to Trade transactions.

Knowledge, Skills and Experience

- University graduate preferable with prior experience of 5 years in Trade, Factoring and operations is a must – FI experience will be an added advantage

- 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 is a must

Deep knowledge of tech applications, Payment platforms, operational processes activities.