Customer Service Officer (Mashreq Global Network Pakistan)

Job Purpose

To delight internal and external customers over the phone ( inbound & outbound -call back)

• Interact with customers over the phone, chat , and email to understand their banking needs.

• Provide excellent customer service to achieve customer loyalty.

• Resolve problems over the live chat, email or telephone.

• End-to-end follow-up of customer issues

• Migrate the customers to digital channels

• Convert sales opportunities 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 terms of Adherence CRD AHT Quality score post call suveuy NPSOperates 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

University Graduate (preferably with some finance/banking or maths component).

• 1 – 3 years experience

• Very customer-focused

• Computer literate is a must

• Excellent communication skills in English & Urdu/Hindi

• Strong listening & Strong interpersonal skill