Taking applicationsVoice Support·Posted 8d ago
Service Associate, CCU.Egypt‑ Sphynx ‑ Customer Experience.Client Experience and Conduct Group
MashreqVerified company
On-site — Egypt
Pay
Not listed
Job type
Full-time · On-site
Hours
Flexible
Location
Egypt
EnglishEntry level
About the role
A complaints-handling role at Mashreq bank in Egypt, investigating and resolving complex retail and SME customer complaints within SLA timeframes. The job is on-site in Egypt and centres on root-cause analysis, CRM documentation and coordination with internal bank departments.
What you'll do
- Investigate and resolve complex customer complaints within SLA timeframes
- Perform in-depth investigation and root-cause analysis
- Provide timely, accurate responses to customer inquiries
- Document all interactions and resolutions in the CRM system
- Coordinate follow-up with Operations, Compliance, Risk, Technology and Legal
- Escalate issues to supervisors to protect the bank's reputation
- Maintain a knowledge database and report on service indicators
What you'll need
- 1-2 years customer service experience in banking
- Graduate degree
- Excellent English written and oral communication
- Arabic is an added advantage
- Knowledge of retail banking, SME and Neo products and processes
- Strong analytical skills
- Ability to work independently and in a team
- Professionalism, patience and diplomacy
Skills
Complaint investigationRoot-cause analysisCRM record keepingRetail and SME banking productsAnalytical problem solvingWritten and verbal communicationMicrosoft Word and ExcelCross-department coordination
About Mashreq
Welcome to the LinkedIn page of Mashreq. 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.
Banking1001-5000 employeesHQ: Dubai, UAE
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