Monday, 31 March 2014

Customer Service Manager Job Opportunity in Dubai

Job Title:    Customer Service Manager
Job Location:    U.A.E. Dubai
Employer:    Mashreq Bank
Job function:     Corporate Banking

About Us
Mashreq has provided banking and financial services to millions of customers and businesses since 1967.

We are one of UAE's leading financial institutions with a growing retail presence in the region including Egypt, Qatar, Kuwait and Bahrain. We focus on providing our customers access to a wide range of innovative products and services.

Mashreq is invariably among the highest performing banks in the Region. It’s financial performance reflects on its commitment to continue leading the UAE banking industry.

Job purpose
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 i.e. end-to-end customer services.

Key result areas

  •     Ensure service levels are maintained through timely and appropriate response to customer queries
  •     As a Service Partner, work together with Product Sales, Relationship Managers (RM/ARM), Operations and other key internal stakeholders to identify opportunities for process improvements
  •     Deliver proactive, reliable and excellent service to clients within portfolio by understanding clients' needs and exceeding their expectations.
  •     Build relationships and rapport with all clients at the transactional / operational level.
  •     Identify opportunities to sell MB products and services, referring them to the appropriate staff
  •     Provide feedback for improving Knowledgebase where appropriate

Knowledge, skills & experience
  •     University graduate with preferably a minimum of 3-4 years relevant working experience
  •     Experience of managing a set of customers within the Customer Service Unit of a Corporate Bank will be preferred.
  •     Computer literate with ability to learn processing and customer service applications (CRM, etc)
  •     Intermediate level of product knowledge i.e. Cash/ Trade
  •     Good command of spoken and written English. Arabic advantageous
  •     Keen listener, effective interpersonal & communication skills and team player
  •     Good analytical and problem solving skills
  •     Service-orientated, thoroughness, good organizational skills
  •     Posses positive attitude & willingness to learn & take ownership
  •     Direct Customer Service experience is an advantage
  •     Actively looking for ways to improve processes
  •     Ability to work under pressure
  •     Fast learner, energetic, and results-oriented.
  •     Ability to multi-task and adapt to any situation or change

Deadline Date: 30/04/2014