Software Developer, Customer Services
SSI SCHÄFER
OracleUnix
Customer Service Manager – CoE, Client Experience and Conduct Group
Mashreq
full-time
Posted on:
Location Type: Hybrid
Location: 🇵🇰 Pakistan
Visit company websiteJob Level
Mid-LevelSenior
About the role
- University graduate with minimum of 5 years’ experience in Corporate Customer service with at least 3 years of managerial / team handling experience
- Incumbent should have prior cash management and operations experience in a similar position.
- Exceptional communication skills with complete command over spoken and written English; Arabic spoken skills advantageous
- Extensive knowledge of tech applications, platforms, operational processes activities and customer service.
- Clear understanding of market dynamics and the ability to assess the market going forward.
- Be able to dimension the impact of new technologies being introduced to be able to assess their impact on the Customer Service.
- Strong team management skills
Requirements
- As a Team Lead , Support Unit Head to build infrastructure and appropriate tools to fulfil customer service needs.
- Analyze customer data and processes to organize and set up adequate customer service model and infrastructure.
- Track all activities and generate performance reports and action reports
- Effectively manage outsourcing processes and agreements with 3rd party providers on customer service activities.
- Help in Setting up the adequate teams to support customer service needs for all Corporate Clients
- Assure high quality of service to all business divisions within CIBG
- Be the key driver in the definition and execution of overseas support and roll out of Corporate Customer service
- Manage the team in an effective and motivated way to promote high quality service
- Train staff on product, services, solutions of the Bank’s offering, as well as on problem resolution, escalation processes and problem tracking
- Implement the necessary applications and processes to automate the whole process, to minimize time response and to assure a proper identification and monitoring of problem resolution.
Benefits
- University graduate with minimum of 5 years’ experience in Corporate Customer service with at least 3 years of managerial / team handling experience
- Incumbent should have prior cash management and operations experience in a similar position.
- Exceptional communication skills with complete command over spoken and written English; Arabic spoken skills advantageous
- Extensive knowledge of tech applications, platforms, operational processes activities and customer service.
- Clear understanding of market dynamics and the ability to assess the market going forward.
- Be able to dimension the impact of new technologies being introduced to be able to assess their impact on the Customer Service.
- Strong team management skills
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
cash managementoperations managementcustomer service model developmentdata analysisperformance reportingproblem resolutionprocess automationteam managementoutsourcing management
Soft skills
exceptional communicationleadershipteam motivationorganizational skillsmarket assessment
