At Mashreq, we are dedicated to providing exceptional customer service and an unparalleled client experience. As a Senior Officer in our Social Care team, you will play a vital role in ensuring our customers receive timely, accurate, and friendly support. Your expertise in Social Care and tech-savvy mindset will be instrumental in driving our customer service operations forward. • Handle customer inquiries and provide timely, accurate responses via various channels (phone, email, chat, etc.). • Maintain a high level of customer satisfaction by offering personalized and efficient support. • Utilize your Social Care background to identify and address customer pain points, offering innovative solutions. • Collaborate with cross-functional teams to enhance the overall customer journey and experience. • Stay updated with industry trends and best practices in Social Care and customer service. • Ensure compliance with company policies and procedures, maintaining a high standard of conduct. • Document and escalate complex customer issues to the appropriate teams for resolution. • Provide regular feedback and insights to the team leads, contributing to process improvements. • Actively participate in team meetings and training sessions to enhance your skills and knowledge. • A minimum of 12 to 24 months of experience in a Social Care or customer service role, preferably in a tech-related industry. • Excellent communication skills, both verbal and written, with the ability to adapt to various customer needs. • Strong problem-solving skills and a customer-centric mindset. • Proficiency in using customer service tools and platforms, with a willingness to learn new technologies. • Ability to work independently and manage a high volume of customer interactions. • A proactive and solution-oriented approach to customer issues. • Excellent time management and organizational skills. • A positive and professional attitude, with a focus on delivering exceptional customer experiences. • Willingness to continuously learn and adapt to changing customer service trends. • Fluency in English is mandatory, with proficiency in other languages being an advantage.