Senior Customer Service Officer.

Mashreq
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📍 EgyptFull time

About this role

Job Purpose

To delight internal and external customers over the phone ( inbound & outbound -call back)

  • Interact with customers over the phone, chat , email to understand their banking needs.
  • Provide excellent customer service to achieve customer loyalty.
  • Resolve problems over the live chat, email or telephone.
  • 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.
  • To be back up team leader in absence of TL's on floor

 

Key Result Areas 

Achieve the required KPI set in term of

Adherence

CRD

AHT

Quality score

post call suveuy

NPS

Key Result Areas (Continued)
  • 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.
Knowledge, Skills and Experience 
Knowledge, Skills and Experience (Continued)
  • 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.

 

The leading financial institution in MENA
While more than half a century old, we proudly think like a challenger, startup, and innovator
in banking and finance, powered by a diverse and dynamic team who put customers first.
Together, we pioneer key innovations and developments in banking and financial services.
Our mandate? To help customers find their way to Rise Every Day, partnering with them through
the highs and lows to help them reach their goals and unlock their unique vision of success.
Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value. 
We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.

Frequently Asked Questions

Is the salary disclosed for the Senior Customer Service Officer. position at Mashreq?
The salary for this Senior Customer Service Officer. role at Mashreq is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Senior Customer Service Officer. position at Mashreq located?
This Senior Customer Service Officer. role at Mashreq is based in Egypt. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Senior Customer Service Officer. role at Mashreq full-time or part-time?
This is listed as a Full time position. It is posted as a Senior Customer Service Officer. role at Mashreq.
How do I apply for the Senior Customer Service Officer. position at Mashreq?
Click the "Apply Now" button on this page. You will be redirected to Mashreq's official application portal hosted on oraclecloud where you can submit your application directly.
When was the Senior Customer Service Officer. job at Mashreq posted?
This Senior Customer Service Officer. position at Mashreq was posted on Jun 30, 2026. Apply as soon as possible — early applications are often reviewed first.
Senior Customer Service Officer.
Mashreq
Apply for this role ↗

You'll be redirected to Mashreq's official application page on oraclecloud.