Customer Service Manager.Egypt- Corporate Customer Experience.Client Experience and Conduct Group-MBEGP

Job Description 

• The role is to act as the primary point of contact for corporate banking clients for their enquiries, service requests, and complaints.

• They are expected to comprehend client requirements, tog all such requirements within the CRM, and always strive for first point resolution (FPR) by resolving the request themselves. If that is not possible they are expected to correctly identify and escalate to the relevant stakeholders and track request to ensure timely resolution in line with established TAT matrix.

• They will be required to escalate any issues which are pending at end of day to the I      team head and ensure follow up on next working day for timely completion.

• Conduct detailed root cause analysis (RCA) for any customer issues encountered and address any thematic issues by escalating to the team head and impacted departments to ensure proper long term fixes/changes are implemented as appropriate.

• Responsible for CSU data and governance reporting to HO

• Responsible for CRM system's enhancements and projects for CRM

• Deputizing CSU Head in working groups and projects related to Digital transformation and product enhancements

• Act as a focal point for all HO CX related queries related to local data and KPI reporting

   

  Problem Solving

• Be well versed with product, services, solutions of the Bank's offering, as well as on
• problem resolution, escalation processes and problem tracking mechanisms.
• Demonstrate strong understanding of back office processes
• Able to manage conflict and resistance and ensure everyone keeps the customer as the main priority

• Able to navigate change and deliver end to end solutions

  Decision Making Authority & Responsibility        ,

• Complete independent RCA of all issues and complaints identified
• Proactively manage customers and stakeholder identified issues
• Proper and timely escalation of any overdue or critical issues

• Knowled2e, Skills and Experience

   Knowledge, Skill and Experience

• University graduate preferable with a minimum of 8 years of customer handling experience in the corporate banking space.
• Previous experience in corporate customer service is a must.
• Exceptional communication skills.
• Extensive knowledge of Mashreq products and services for corporate banking.
• Strong problem solving capabilities.
• Possesses customer centric vision and takes ownership end to end to surpass expectations.
• Shows constant drive and willingness to learn and develop.
• Able to build strong relationships with customers and works in a collaborative manner with internal stakeholders