Customer Service Manager

1 week ago


Karachi, Sindh, Pakistan Mashreq Bank Pakistan Limited Full time
Responsibilities
  • Understand client expectations and deliver finest service delivery.
  • Ensure end-to-end solution to the satisfaction of the corporate client.
  • Engages RM, Product Sales, Operations Partners and other key internal stakeholders to solve client's day-to-day account and transactional related issues and queries within the agreed SLA, while maintaining the highest quality standards.
  • Daily interaction and activity coordination with all units of the Bank that contribute directly or indirectly to the business objectives and goals.
  • Coordinate with operations to define resolutions, process changes, and workflows to improve service levels and document them.
Key result Areas
  • Ensure SLAs are met and maintain the highest quality standards.
  • Client satisfaction.
  • Close rapport with business and relevant stakeholders.
  • Team player.
Knowledge, Skills and Experience
  • Strong understanding of back-office processes essential to delivering seamless solutions and customer service.
  • Ability to analyze root causes and track problem resolutions.
  • University graduate with at least 5 years of experience in cash, payments and operations.
  • Additional 3 years of experience in corporate customer service / client-facing role.
  • Exceptional communication skills with fluency in spoken and written English. Arabic advantageous.
  • CRM knowledge.
Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Customer Service
Industries
  • Banking

Location: Karachi Division, Sindh, Pakistan

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