(UAE Nationals Only) Customer Service Manager-CXC - CSU- Client Experience and Conduct Group
Mashreq · United Arab Emirates
Customer Service Manager - Client Experience
Corporate Banking
CIBG Customer Service Relationship Manager will be solely responsible to answer / resolve customer queries, enquiries, complaints etc. by effectively coordinating with the relevant supporting units and freeing up RMs/ARMs time pertaining to Customer Service Issues, thereby helping Large Corporate RMs to get additional business within CIBG Large Corporates.
- Act as focal point of contact for all Non -Trade related Corporate queries such a 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 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
- Provide highest level of service to Corporate Customers 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.
- Complete understanding of back office processes vital to structure a seamless solution and appropriate customer service.
- Ability to analyze root of problems and define escalation processes and to track problem resolution
- University graduate preferable with minimum 3 - 5 years’ experience in Corporate Customer service
- Prior Cash management and operations experience of 2yrs – FI experience will be an added advantage
- Exceptional communication skills with complete command over spoken and written English & Arabic
More jobs at Mashreq · Customer Support jobs in United Arab Emirates