Senior Customer Service Officer – Client Experience (UAE Nationals Only)

Mashreq · Dubai

New

Senior 🇬🇧 English

Job description

About the role

We are seeking a Senior Customer Service Officer to join our Client Experience and Conduct team in Dubai. The role focuses on delivering exceptional service to both internal and external customers through phone, chat and email interactions.

Key responsibilities

Handle inbound and outbound calls, callbacks, live chat and email inquiries to understand and meet banking needs.
Provide accurate information on retail banking products, clarify procedures and resolve issues promptly.
Achieve KPI targets such as adherence, AHT, quality score and NPS.
Convert sales opportunities and meet financial targets.
Conduct root‑cause analysis and process reversals when necessary.
Capture and report customer feedback for product development.

Required profile

University graduate, preferably with finance, banking or mathematics background.
1–3 years of relevant customer service experience in a call‑centre environment.
UAE national.
Strong communication, listening and computer literacy skills.

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Published 5 days ago

Expires 1 week from now

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Mashreq

Dubai

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