Customer Service Officer

4 weeks ago


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

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  • Delight internal and external customers over the phone (inbound & outbound - callback).
  • Interact with customers via phone, chat, and email to understand their banking needs.
  • Provide excellent customer service to foster customer loyalty.
  • Resolve issues through live chat, email, or telephone.
  • Follow up on customer issues from start to finish.
  • Assist customers in migrating to digital channels.
  • Convert sales opportunities to meet financial targets.
  • Explain procedures and products over the phone.
  • Gather and report customer feedback for product development.

Key Result Areas

  • Meet KPIs such as Adherence, CRD, AHT, Quality score, post-call survey, NPS.
  • Operate in a call centre environment, primarily via telephone.
  • Follow bank and center-specific rules and guidelines.
  • Explain procedures and provide information about retail banking products.
  • Conduct root cause analysis and process reversals when needed.

Knowledge, Skills, and Experience

  • University graduate, preferably with finance, banking, or math background.
  • 1-3 years of experience.
  • Customer-focused attitude.
  • Proficient in computer usage.
  • Excellent communication skills in English and Urdu/Hindi.
  • Strong listening and interpersonal skills.
Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Customer Service
Industries
  • Banking

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