Sales Coordinator Injaz - DBC - Neo Team Retail Banking Group
Skills
About This Role
Job Purpose
To deliver accurate, timely, and compliant customer support by managing mailbox, callback, and inbound/outbound case workflows.
The role focuses on maintaining service excellence, meeting SLAs, ensuring regulatory compliance, and contributing to a high-quality customer experience through strong ownership and proactive communication.
Key Responsibilities
- Monitor and manage assigned mailbox, callback, and customer service cases, ensuring all requests are actioned accurately within defined SLAs and turnaround times (24–48 hours).
- Provide clear, consistent, and high-quality information to customers to ensure trust, transparency, and a positive service experience.
- Conduct daily team engagement activities (e.g., huddles) and maintain alignment with operational expectations, SLAs, and team commitments.
- Record and update all customer interactions promptly and accurately in SHERLOCK or relevant systems, including actions taken, next steps, and feedback.
- Meet daily and monthly productivity targets, including inbound availability, outbound calling (minimum 60 calls per day), and case action volumes.
- Maintain required performance benchmarks, including Average Handling Time (AHT), connectivity hours, and schedule adherence.
- Proactively identify, resolve, and escalate customer or process-related issues while minimizing escalations through strong ownership.
- Ensure 100% compliance with bank policies, audit requirements, quality standards, and regulatory guidelines.
- Minimize customer complaints by demonstrating professionalism, accuracy, and proactive follow-up, maintaining valid complaints below the defined threshold.
- Submit accurate and timely weekly performance and status reports to the line manager, highlighting achievements, risks, and challenges.
Performance & Success Measures (KPIs)
- SLA and TAT adherence for all assigned cases
- Quality and accuracy of case handling and customer communication
- Productivity metrics (calls, cases actioned, system compliance)
- Audit, compliance, and governance adherence (100% expected)
- Customer experience and complaint reduction targets
- Achievement of at least “Core Contributor” rating in monthly KPIs
Key Competencies
- Strong customer focus and communication skills
- Attention to detail and high accuracy
- Time management and productivity discipline
- Risk awareness and compliance mindset
- Problem-solving and escalation management
- Team collaboration and accountability
Job Details
Role Level: Not Applicable Work Type: Internship Country: United Arab Emirates City: Dubai Company Website: http://www.mashreq.com/rise Job Function: Retail & Merchandising Company Industry/
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