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

Interact with customers over the phone to understand their banking needs.
Provide excellent customer service to achieve customer loyalty.
Resolve problems over the telephone.
End-to-end follow-up of customer issues
Migrate the customers to digital channels
Convert sales opportunities 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 Key Result Areas (Continued) Operates in a Call Centre workplace 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 CXCG Inbound callcenter.
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 is a must
Excellent communication skills in English & Urdu/Hindi
Robust listening & Solid interpersonal skill

📌 Customer Support Officer Client Experience And Conduct Group Customer Service Bengaluru (India)
🏢 Mashreq Corporate & Investment Banking Group
📍 India