Customer Service Officer

1 day ago


Karachi, Sindh, Pakistan Mashreq Full time
Customer Service Officer (Mashreq Global Network Pakistan)

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 survey NPS.
  • Operates 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.

Seniority level: Associate

Employment type: Full-time

Job function: Customer Service

Industries: Banking

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