Customer Relations Officer Full Time

Responsibilities

Lobby Management:

• Manage the branch lobby area by guiding customers to the Queue Management system.






• Assist customer by giving them the right tokens.
• Enhance usage of alternative channels (Mashreq mobile, Mashreq online, ATM, CCDM, ITM & DBC) by ensuring that the customers are educated and encouraged to the bank through these channels wherever possible.
• Assist customers with basic information on all products and services
• Promote new products and promotions
• Manage customer queuing during peak times and non-peak times by coordinating with tellers and customer service.
• Ensure that the branch merchandizing is as per the standards defined
• Ensure working condition of all the alternate channels available in branch.

Customer Experience Management

• To Report to the branch Manager any breaches of timelines agreed ( Wait Time ,Long Q on ITM ETC)
• Maintain and improve branch service quality indicators in coordination with branch manager and service manager.
• Ensure First point resolution for complaints through coordination with related departments.
• Act as Branch Service Consultant by being a “One point of contact” for the customer and for all customer queries/ complaints that require escalation, by constantly interacting with customers to solicit feedback.

To have full knowledge on Bank’s policies, Procedures, SOP’s and be aware of all updated information to assist customers

Qualifications

• Thorough knowledge of Customer handling and service skills
• Should possess excellent communication skills and interpersonal skills
• Pleasant personality
• Ability to handle pressure
• Very customer focused and positive attitude
• Able to handle all types of customers (difficult/ complex)