Falahly is an AI-powered job matching platform for the MENA (Middle East and North Africa) region. It uses vector embeddings and skill ontology matching to connect job seekers with relevant positions in UAE, Saudi Arabia, Egypt, Qatar, Kuwait, Bahrain, and beyond.

How does Falahly's AI job matching work?

Falahly analyzes your CV using AI to extract skills, experience level, and career trajectory. It then matches your profile against 50,000+ active job listings using semantic vector similarity and an ontology-aware skill matching system — going beyond keyword matching to understand what you actually know.

What countries does Falahly cover?

Falahly covers the full MENA region including UAE (Dubai, Abu Dhabi), Saudi Arabia (Riyadh, Jeddah), Egypt (Cairo), Qatar (Doha), Kuwait, Bahrain, Jordan, Oman, Lebanon, Morocco, and Tunisia.

Is Falahly free for job seekers?

Yes, Falahly is free for job seekers. You can upload your CV, get AI-powered job matches, and apply to positions without any cost. Premium features like in-depth skill gap analysis and CV optimization insights are available as optional upgrades.

How do I post a job on Falahly?

Employers can post jobs and access Falahly's candidate database through the Employer portal at https://falahly.com/employers. Contact us at support@falahly.com for enterprise plans and bulk posting options.

Customer Service Manager.Egypt- Corporate Customer Experience.Client Experience and Conduct Group-MBEGP

🏢 mashreq

📍 EgyptFull-timeOn-site

📅 Posted: 3w ago🔄 Updated: 3w ago

CV%

✨ AI Summary

The Customer Service Manager will serve as the primary point of contact for corporate banking clients, handling their inquiries, service requests, and complaints. This role requires comprehending client needs, logging them in the CRM, and striving for first-contact resolution. If direct resolution isn't possible, the individual must escalate and track requests to ensure timely resolution within established TAT matrix. Responsibilities include conducting root cause analysis for customer issues, escalating pending issues to the team head, and deputizing for the CSU Head in working groups and projects related to digital transformation and product enhancements. The manager will also be responsible for CSU data and governance reporting, CRM system enhancements, and acting as a focal point for HO CX related queries for local data and KPI reporting.

Required Skills

Soft Skills & Professional Competencies

○Communication○Problem Solving○Root Cause Analysis

Business, Sales & Management

○Customer Success

Information Technology

○CRM

Requirements

University graduate with a minimum of 8 years of customer handling experience in corporate banking. Previous experience in corporate customer service is a must. Requires exceptional communication and strong problem-solving skills, with a customer-centric vision and a willingness to learn. Ability to build strong customer relationships and collaborate with internal stakeholders.

Description

Job Description

The role is to act as the primary point of contact for corporate banking clients for their enquiries, service requests, and complaints.
They are expected to comprehend client requirements, tog all such requirements within the CRM, and always strive for first point resolution (FPR) by resolving the request themselves. If that is not possible they are expected to correctly identify and escalate to the relevant stakeholders and track request to ensure timely resolution in line with established TAT matrix.
They will be required to escalate any issues which are pending at end of day to the I team head and ensure follow up on next working day for timely completion.
Conduct detailed root cause analysis (RCA) for any customer issues encountered and address any thematic issues by escalating to the team head and impacted departments to ensure proper long term fixes/changes are implemented as appropriate.
Responsible for CSU data and governance reporting to HO
Responsible for CRM system's enhancements and projects for CRM
Deputizing CSU Head in working groups and projects related to Digital transformation and product enhancements
Act as a focal point for all HO CX related queries related to local data and KPI reporting

Problem Solving
Be well versed with product, services, solutions of the Bank's offering, as well as on
problem resolution, escalation processes and problem tracking mechanisms.
Demonstrate strong understanding of back office processes
Able to manage conflict and resistance and ensure everyone keeps the customer as the main priority
Able to navigate change and deliver end to end solutions
Decision Making Authority & Responsibility ,
Complete independent RCA of all issues and complaints identified
Proactively manage customers and stakeholder identified issues
Proper and timely escalation of any overdue or critical issues
Knowled2e, Skills and Experience
Knowledge, Skill and Experience
University graduate preferable with a minimum of 8 years of customer handling experience in the corporate banking space.
Previous experience in corporate customer service is a must.
Exceptional communication skills.
Extensive knowledge of Mashreq products and services for corporate banking.
Strong problem solving capabilities.
Possesses customer centric vision and takes ownership end to end to surpass expectations.
Shows constant drive and willingness to learn and develop.
Able to build strong relationships with customers and works in a collaborative manner with internal stakeholders