Senior Officer - Social Care.CXC - RBG - Direct Banking Centre-Egypt COE.Client Experience and Conduct Group-MEGPCOE

Mashreq is hiring a Senior Officer - Social Care.CXC - RBG - Direct Banking Centre-Egypt COE.Client Experience and Conduct Group-MEGPCOE. Level rates it ; you can apply on Mashreq.

Level's read on this job

On Level's scale, this role is Little AI ●○○○: aI is not part of the work.
Tools and skills the posting cites include Social Media Platforms, CRM Systems and customer service.
Level classifies it as a senior role.
Level lists 420 other open roles at Mashreq.
The role was posted within the past week.

AI in this role

Monitor social media channels, respond to customer interactions, and manage customer complaints and inquiries as a Senior Officer.

social-media-platformscrm-systems

customer-servicesocial-media-managementcomplaint-resolutioncase-management

Social Media Customer Servicing

Monitor customer interactions across assigned social media channels.
Respond to customer comments, posts, messages, and inquiries in a timely and professional manner.
Acknowledge customer interactions within defined response timelines.
Maintain appropriate brand tone and social media etiquette in all customer communications.

Case Assessment & Classification

Assess and accurately classify customer interactions as – Complaint, Inquiry, Service Request, Feeback, Rating / Review, Compliment
Create and update cases in designated systems as required.
Ensure correct categorization and routing of customer issues.
Handle assigned cases from receipt through closure.
Follow established Complaint Handling Procedures (CPR), policies, and operational guidelines.
Liaise with internal stakeholders to obtain information and resolutions.
Provide regular updates to customers throughout the resolution journey.
Ensure customers receive clear and comprehensive closure responses.
Demonstrate empathy and professionalism during customer interactions.
Drive satisfactory customer outcomes through proactive follow-up and service recovery.
Escalate complex or high-risk cases as per defined escalation matrix.

Complaint & Case Management

Customer Experience

How we rate this

Senior Officer - Social Care.CXC - RBG - Direct Banking Centre-Egypt COE.Client Experience and Conduct Group-MEGPCOE at Mashreq rates 0 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.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

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

Key facts

Senior Officer - Social Care.CXC - RBG - Direct Banking Centre-Egypt COE.Client Experience and Conduct Group-MEGPCOE is an open job at Mashreq.
Level rates this role AI Level 1 of 4: Little AI.
The role is based in Egypt.
The job was posted on October 21, 2026.
Seniority: senior.
Applications are handled by Mashreq. Apply on Mashreq

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

Customer ServiceSocial Media ManagementComplaint ResolutionCase ManagementSocial Media PlatformsCRM Systems

Questions you could be asked

Tell me about a project where customer service was part of your work. What did you do?
Tell me about a project where social media management was part of your work. What did you do?
Tell me about a project where complaint resolution was part of your work. What did you do?
Tell me about a project where case management was part of your work. What did you do?
Walk me through how you've used Social Media Platforms in your day-to-day work.

Adapt your resume

List these exact terms on your resume: Customer Service, Social Media Management, Complaint Resolution, Case Management, and Social Media Platforms. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.

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