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Customer Service Manager

Mashreq Bank

Job Summary

Mashreq Bank announced job openings for the position of Customer Service Manager on Full Time basis located in Pakistan Please read the job details carefully before applying.

Job Title: Customer Service Manager
Company Name: Mashreq Bank
Job Location: Pakistan
Job Type: Full Time
Job Category: Banking
Job Link Expiry: 2023-04-15
Posted on:

Job Details:

About the job

Job Purpose:

  • Act as focal point of contact for all Trade & Payments related Corporate / FI queries such as Remittance, Cheque clearing, account opening etc.
  • Support Team Leader / Customer Service Manager to execute all necessary actions to assure a high quality of customer service for Corporate customers
  • Adherence to Unit’s SLAs and ensuring highest level of customer service to Corporate / FI Clients
  • Ensure to timely escalate issues to Direct supervisor / Team leader for onward evaluation and further escalation
  • Ability to clearly identify Root Cause and propose process improvements
  • Timely logging of all queries in CRM

Key Result Areas

  • Provide highest level of service to Corporate Customers & Financial Institutions both in UAE & overseas
  • Understand client needs in order to effectively service the customers
  • Be well versed with product, services, solutions of the Bank’s offering, as well as on problem resolution, escalation processes and problem tracking mechanism
  • Support implementation of necessary applications and processes to automate the whole process, to minimize time response and to assure a proper identification and monitoring of problem resolution.

Knowledge, Skills And Experience

  • University graduate, with minimum 2 years of experience in Financial Institution client handling / management.
  • Prior Cash management and operations experience
  • Exceptional communication skills with complete command over spoken and written English.
  • Knowledge of tech applications such as CRM, Flexcube / Core banking , Swift , Payment platforms, operational processes activities and customer service.
  • Clear understanding of market dynamics and the ability to assess the market going forward.

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