# (UAE Nationals Only) Customer Service Manager-CXC - CSU- Client Experience and Conduct Group — Mashreq

Canonical: https://jobxdubai.com/jobs/orc-6843-uae-nationals-only-customer-service-manager-cxc-csu-client-experience-and-conduc
Location: Dubai, UAE
Type: full_time · Level: mid
Monthly salary: AED 12,000 to 18,000 per month (estimated, not employer-stated) (UAE salaries are tax-free)
Posted: 2026-09-30
Apply: https://hcld.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/6843

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## Description

Customer Service Manager - Client Experience Corporate Banking CIBG Customer Service Relationship Manager will be solely responsible to answer / resolve customer queries, enquiries, complaints etc. by effectively coordinating with the relevant supporting units and freeing up RMs/ARMs time pertaining to Customer Service Issues, thereby helping Large Corporate RMs to get additional business within CIBG Large Corporates. • Act as focal point of contact for all Non -Trade related Corporate queries such a Remittance, Cheque clearing, account opening etc. • Support Team Leader / Customer Service Manager to execute all necessary actions to assure a high quality of customer service for Corporate customers • Adherence to Unit’s SLAs and ensuring highest level of customer service to Corporate Clients • Ensure to timely escalate issues to Direct supervisor / Team leader for onward evaluation and further escalation • Ability to clearly identify Root Cause and propose process improvements • Timely logging of all queries in CRM • Provide highest level of service to Corporate Customers both in UAE & overseas • Understand client needs in order to effectively service the customers • Be well versed with product, services, solutions of the Bank’s offering, as well as on problem resolution, escalation processes and problem tracking mechanism • Support implementation of necessary applications and processes to automate the whole process, to minimize time response and to assure a proper identification and monitoring of problem resolution. • Complete understanding of back office processes vital to structure a seamless solution and appropriate customer service. • Ability to analyze root of problems and define escalation processes and to track problem resolution • University graduate preferable with minimum 3 - 5 years’ experience in Corporate Customer service • Prior Cash management and operations experience of 2yrs – FI experience will be an added advantage • Exceptional communication skills with complete command over spoken and written English & Arabic

## Requirements

University graduate with preferably a minimum of 3-4 years relevant working experience Experience of supporting / servicing Large Corporate Customers (Top Tier Customers of the Corporate Banking Sector) will be preferred. Basic knowledge of Liquidity (Pooling / Cash Concentration) will be a plus. Computer literate with ability to learn processing and customer service applications (CRM, etc) Intermediate level of product knowledge i.e. Cash/ Trade Good command of spoken and written English. Arabic advantageous Keen listener, effective interpersonal & communication skills and team player Good analytical and problem solving skills Service-orientated, thoroughness, good organizational skills Posses positive attitude & willingness to learn & take ownership Direct Customer Service experience is an advantage Actively looking for ways to improve processes Ability to work under pressure Fast learner, energetic, and results-oriented. Ability to multi-task and adapt to any situation or change

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