Customer Service Officer

7 hours ago


Karachi, Sindh, Pakistan Mashreq Bank Pakistan Limited Full time
Overview

Customer Service Officer (Mashreq Global Network Pakistan)

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

To 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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