Customer Service Officer – Call Centre (Banking)

Mashreq

Junior 🇬🇧 English

Job description

About the role

The Customer Service Officer will interact with internal and external banking customers via phone, chat and email. The role focuses on delivering excellent service, resolving inquiries, and supporting sales opportunities within a call‑centre environment.

Key responsibilities

Handle inbound and outbound calls, callbacks, live chat and email communications.
Understand customers' banking needs and provide accurate information on products and procedures.
Resolve issues in real time, including root‑cause analysis and reversal of charges when required.
Capture and report customer feedback to support continuous product development.
Achieve KPI targets such as adherence, quality score, post‑call survey results and NPS.

Required profile

University graduate, preferably with finance, banking or mathematics background.
1–3 years of experience in a customer‑facing or call‑centre role.
Strong customer focus with excellent communication and listening skills.
Computer literate and able to work within standard banking guidelines.

Required skills

Questions fréquentes

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Published 1 month ago

Expires 1 week from now

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