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Service Associate CCU

5 months ago

Cairo, Egypt mashreqbank psc Full time

·To develop and maintain optimum level of service quality with external and internal customer by ensuring complaints resolution in reasonable TAT as per SLAs

·To be the contact point for all internal staff with the core responsibility of resolving customer complaints, which are logged through various channels (DBC, Branches, MOL..etc)

·Resolve/escalate all customer complaints assigned within agreed TAT

·Ensure 100% of the complaints are logged and updated on CRM before, during and after resolution.

·Maintain a strong follow-up with other units in order to ensure complete, proactive and accurate resolution of customer complaints.

·Contribute towards process and quality improvement within the bank by highlighting recurring issues and investigating root causes by providing constructive feedback on service quality aspects through first hand observations.

·Work to exceed the service standards and indicators and be individually responsible for prompt reporting of the same on an ongoing basis.

·Participate in identifying opportunities, analyzing the root cause of problems and resolve them permanently in coordination with the process/product owners and review/ measure improvement in process/product.

·Contribute towards team building and create positive energy to boost team’s productivity.