Job Purpose
As the Customer Service Team Lead at Mashreq Pakistan, your primary responsibility is to oversee the efficient handling and resolution of customer inquiries and concerns in alignment with regulatory standards and organizational policies. You will lead a team dedicated to providing prompt and professional assistance to customers, ensuring adherence to established procedures and service quality standards.
Key Result Areas
Efficient Inquiry Handling: Ensure timely and effective resolution of customer inquiries, meeting or exceeding predefined service level agreements (SLAs) to enhance customer satisfaction and loyalty.
Compliance Management: Ensure all customer service processes adhere to regulatory requirements and organizational policies, minimizing the risk of non-compliance and safeguarding customer interests.
Team Management and Development: Lead, motivate, and develop the customer service team to maintain high performance standards, fostering a culture of accountability, continuous improvement, and teamwork.
Stakeholder Communication: Act as a liaison between the customer service team, other departments within the organization, and external stakeholders, facilitating effective communication and collaboration to address customer inquiries efficiently.
Data Analysis and Reporting: Analyze customer interaction data to identify trends, root causes, and areas for improvement, and prepare comprehensive reports and insights for senior management to support strategic decision-making.
Continuous Improvement Initiatives: Proactively identify and implement initiatives to streamline customer service processes, enhance the customer experience, and mitigate potential sources of inquiries.
Customer Feedback Management: Establish mechanisms for capturing, analyzing, and acting upon customer feedback to drive service improvements and prevent recurring inquiries.
Risk Management: Identify and mitigate operational, reputational, and compliance risks associated with customer service activities, ensuring adherence to risk management policies and procedures.
Knowledge, Skills and Experience
Knowledge:
Banking Regulations: Understanding of banking regulations, guidelines, and directives issued by regulatory bodies relevant to customer service operations, ensuring compliance with legal requirements and consumer protection standards.
Banking Products and Services: Familiarity with a wide range of banking products and services offered by the organization, including retail and corporate banking, loans, deposits, and electronic banking channels, enabling effective customer assistance and support.
Complaint Handling Processes: Proficiency in complaint handling methodologies, including investigation techniques, root cause analysis, and resolution strategies, to address customer grievances promptly and effectively.
Legal and Compliance: Comprehensive knowledge of legal principles and consumer protection laws applicable to customer service operations, ensuring adherence to regulatory requirements and dispute resolution mechanisms.
Data Analysis: Ability to analyze customer data using various tools and techniques, identifying trends, patterns, and insights to drive decision-making and process improvement initiatives.
Skills:
Communication: Excellent verbal and written communication skills in English and Urdu, enabling clear and effective communication with customers and stakeholders to address their inquiries and concerns.
Problem-Solving: Strong analytical and problem-solving skills to assess and resolve customer issues, employing creativity and critical thinking to achieve satisfactory outcomes.
Leadership and Team Management: Leadership qualities to inspire and motivate team members, fostering a culture of collaboration, accountability, and continuous improvement within the customer service team.
Customer Service: Customer-centric approach with a focus on delivering exceptional service experiences, managing customer expectations, and building long-term relationships through effective complaint resolution and empathy.
Conflict Resolution: Proficiency in conflict resolution techniques, mediation, and negotiation skills to manage escalated complaints, resolve disputes, and achieve mutually beneficial resolutions while preserving customer satisfaction and loyalty.
Experience:
Banking Industry Experience: Previous experience working in the banking industry for at least 5 years, preferably in customer service or complaint handling roles, with a solid understanding of banking operations, products, and customer dynamics.
Complaint Handling Experience: Proven track record of effectively managing customer complaints, demonstrating the ability to investigate, analyze, and resolve complex issues in a timely and satisfactory manner.
Regulatory Compliance: Experience in navigating regulatory requirements and compliance frameworks governing customer service operations, ensuring adherence to legal and regulatory standards.
Team Leadership: Previous experience in leading and managing teams, providing guidance, coaching, and performance feedback to achieve team goals and objectives in a dynamic and challenging environment.
Continuous Improvement: Experience in driving process improvements, quality initiatives, or customer service enhancements through data-driven insights, innovation, and collaboration across departments and functional areas within the organization.
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