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

Job description

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.

Responsibilities

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.

Qualifications

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.