Senior Officer-Social Care.Client Experience and Conduct-Customer Service

At Mashreq, we are dedicated to providing exceptional customer service and an unparalleled client experience. As a Senior Officer in our Social Care team, you will play a vital role in ensuring our customers receive timely, accurate, and friendly support. Your expertise in Social Care and tech-savvy mindset will be instrumental in driving our customer service operations forward.

• Handle customer inquiries and provide timely, accurate responses via various channels (phone, email, chat, etc.).
• Maintain a high level of customer satisfaction by offering personalized and efficient support.
• Utilize your Social Care background to identify and address customer pain points, offering innovative solutions.
• Collaborate with cross-functional teams to enhance the overall customer journey and experience.
• Stay updated with industry trends and best practices in Social Care and customer service.
• Ensure compliance with company policies and procedures, maintaining a high standard of conduct.
• Document and escalate complex customer issues to the appropriate teams for resolution.
• Provide regular feedback and insights to the team leads, contributing to process improvements.
• Actively participate in team meetings and training sessions to enhance your skills and knowledge.

• A minimum of 12 to 24 months of experience in a Social Care or customer service role, preferably in a tech-related industry.
• Excellent communication skills, both verbal and written, with the ability to adapt to various customer needs.
• Strong problem-solving skills and a customer-centric mindset.
• Proficiency in using customer service tools and platforms, with a willingness to learn new technologies.
• Ability to work independently and manage a high volume of customer interactions.
• A proactive and solution-oriented approach to customer issues.
• Excellent time management and organizational skills.
• A positive and professional attitude, with a focus on delivering exceptional customer experiences.
• Willingness to continuously learn and adapt to changing customer service trends.
• Fluency in English is mandatory, with proficiency in other languages being an advantage.