Level

Mashreq

Customer Support Officer.Client Experience and Conduct Group-Customer Service

AI in this role

Job PurposeTo 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 AreasAchieve the required KPI set in term of Adherence CRD AHT Quality score post call survey NPSKey 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 is a must
 • Excellent communication skills in English & Urdu/Hindi
• Strong listening & Strong interpersonal skill

How we rate this

Customer Support Officer.Client Experience and Conduct Group-Customer Service at Mashreq rates 35 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

  1. ●●●● Builds AI80 to 100
  2. ●●●○ Works on AI60 to 79
  3. ●●○○ Uses AI40 to 59
  4. ●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.

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