Customer Service Officer.CXC - RBG - Direct Banking Centre-Egypt COE.Client Experience and Conduct Group-MEGPCOE
Mashreq Corporate & Investment Banking Group · Posted 2026-06-20
Achieve the required KPI set in term of Adherence CRD AHT Quality score post call CSAT Handle chat interactions within defined service levels and quality standards. Capture customer feedback to drive product and service improvements. Maintain adherence to process flows and compliance protocols in a chat environment. Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center.Mostly related to explaining procedures or providing information regarding retail banking products. Escalate issues appropriately and document chat interactions as per policy. University graduate (preferably with some background in finance, banking, or mathematics). 1–3 years of experience in customer support or chat support roles. Strong customer focus with empathy and patience. Computer literacy and quick typing skills are essential. Proficiency in English and Urdu/Hindi (verbal and written). Strong communication and interpersonal skills. Ability to multitask and manage time effectively in a fast-paced chat environment.Same Posting Description for Internal and External Candidates
About Mashreq Corporate & Investment Banking Group
Banking
Mashreq Corporate & Investment Banking is the corporate banking division of Mashreq Bank, a UAE-based bank with operations across the Middle East, Asia, Europe, and the Americas. The unit provides corporate banking, trade finance, and investment banking services to large corporates and financial institutions.
What you should know
Established in Egypt: Mashreq has operated in Egypt since 1977.
Branch network: Mashreq Egypt operates through 14 branches located across Cairo and Alexandria.
Largest market outside UAE: Egypt is a top-priority country for Mashreq Group and its largest market outside the UAE.
How they work
Rise Every Day — Embraces challenge and opportunity to help transform the lives and businesses of its clients.
Innovation and digital leadership — Differentiates through cutting-edge digital capabilities and platforms such as Mashreq NEO CORP and NeoBiz.
Recent update
Mashreq Egypt deepens corporate and investment banking growth. Mashreq Egypt CEO Amr El Bahey said the bank is growing across all business lines, leading syndications and deepening relationships with core Egyptian conglomerates.