Description

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 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 terms of Adherence, CRD, AHT, Quality score, and post-call survey NPS

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 call center.
Mostly related to explaining procedures or providing information regarding retail banking products.
Also involves root cause analysis and reversals of charges when necessary.

Knowledge, Skills, and Experience

University Graduate (preferably with some finance/banking or maths component).
1 – 3 years’ experience
Very customer-focused
Computer literacy is a must
Excellent communication skills in English & Urdu/Hindi
Solid listening & Robust interpersonal skill

📌 Customer Support Officer Client Experience And Conduct Group Customer Service Bengaluru
🏢 Mashreq Bank
📍 Bengaluru