Customer Service Manager, CSU.CXC - CSU-Egypt COE.Client Experience and Conduct Group-MEGPCOE

Manage & act as the focal point for customer queries from Corporate clients - Both UAE & International clients based in GCC or south Asia 

Ensure close coordination & rapport with internal functions enabling faster resolution & responses to customer queries 

Log & track issues , complaints and assist with RCA 

• Provide highest level of service to Corporate Customers both in UAE & overseas
• Understand client needs in order to effectively service the customers
• Maintain quality & SLA while timely & effectively responding to client queries 
• Be well versed with product, services, solutions of the Bank’s offering, as well as on problem resolution, escalation processes and problem tracking mechanism
• Support implementation of necessary applications and processes to automate the whole process, to minimize time response and to assure a proper identification and monitoring of problem resolution
• University graduate preferable with minimum of 3 years’ experience in Corporate Customer service 
• Prior Cash management and operations experience of 2yrs – FI experience will be an added advantage
• Exceptional communication skills with complete command over spoken and written English. Arabic advantageous
• Deep knowledge of tech applications such as CRM, Flexcube, Payment platforms, operational processes activities and customer service.
• Clear understanding of market dynamics and the ability to assess the market going forward.