CALL CENTER AGENT AT ALMASHREQ BANK
Over the years, we’ve witnessed some of the most inspiring life experiences shared by the extraordinary people working with Mashreq. Experiences that involved hardships and success stories, professional achievements and unexpected journeys that helped people grow beyond their imagination.
Life at Mashreq is our way of celebrating your most memorable experiences and sharing your story with everyone in a creative and meaningful way.
One of the UAE’s best performing banks for over five decades, Mashreq is a leading financial institution with an expanding footprint across the Middle East and North Africa with a strong presence in the financial capitals of the world with international offices in Europe, Asia, Africa and the US
JOB Purpose
To delight internal and external customers over the
telephone.
Interact with customers over the phone to understand their banking needs.
Provide excellent customer service to achieve customer loyalty.
Resolve problems over the telephone on the spot.
Convert sales opportunities in order 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 term of
Adherence
CRD
AHT
Quality score
post call survey
NPS
Knowledge, Skills , Experiences
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 regardina retail bankina products.
Quality Suvit
post call survey NPS
Knowledge, Skills and Experience
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.
University Graduate (preferably with some finance / banking or maths component). 1-3 years experience Very customer focused Computer literate Excellent communication skills Strong listening skills
