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Mashreq Bank · Egypt

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

Egypt On-site Full-time Senior individual contributor Finance & Accounting 

Listed on Mashreq Bank’s official careers site. Posted September 22, 2026. Check that it is still open and apply there.
[Apply on Mashreq Bank’s careers site →](https://hcld.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/6722)

[OpenNash Jobs](https://jobs.opennash.com/) / [Mashreq Bank](https://jobs.opennash.com/companies/mashreq-bank/) / Senior Officer - Social Care.CXC - RBG - Direct Banking Centre-Egypt COE.Client Experience and Conduct Group-MEGPCOE

## Job description

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

## At a glance
- Posted by the employer: Sep 22, 2026
- First seen by OpenNash: Oct 13, 2026
- Last checked: Oct 13, 2026
- Listed for: 21 days
- Location: Egypt
- Work arrangement: On-site
- Employment type: Full-time[Apply on Mashreq Bank’s careers site →](https://hcld.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/6722)

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### [Assistant Manager, Collections.Retail Collections Egypt.Credit Management Group](https://jobs.opennash.com/companies/mashreq-bank/jobs/0cf7fd436fc7d2c9a214/)

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### [Associate Trade Finance](https://jobs.opennash.com/companies/mashreq-bank/jobs/35ea1e240b41e45d2b23/)

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### [Business Banking Area Manager.Egypt- SMEs.Retail Banking](https://jobs.opennash.com/companies/mashreq-bank/jobs/a63fb44b9f2b6c4ef079/)

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