Customer Service Manager - Trade Specialist (Mashreq Global Network)

Job Purpose

Act as focal point of contact for end-to-end handling of all Trade & Factoring related Corporate queries. Highlight potential issues related to customer trade transactions & process. Follow up for Trade related FI approvals for CIBG customer transactions. Adherence to Unit’s SLAs and ensuring highest level of customer service to Corporate Clients. Timely escalate issues to Direct supervisor / Team leader for onward evaluation and further escalation. Maintain up-to-date records of all client Trade enquiries / complaints on CRM. Ability to clearly identify root cause and propose process improvements.

Key Result Area

• Understand client expectations & deliver finest Trade service delivery. Ensure end-to-end solution to the satisfaction of the client.

• Engages RM, Product Sales, Operations Partners and other key internal stakeholders to solve client’s trade related transactional issues. This will not include decisions on...