Compare your skills with the requirements for Service Associate, CCU.COE Egypt - CXC-RBG Customer Care Unit.Client Experience and Conduct Group-MEGPCOE and see what you need to learn
To handle and resolve all unstructured and complex complaints in an effective and timely manner for all RBG, SME customers.
To manage mid-level escalations received on Head Mailboxes and at Head of dept levels.
Responsible to act as a back-up for Team Leader and manage the teams' day-to-day activities.
Support the Team Leader in tracking, monitoring the ageing complaints with the agents.
To maintain courteous, proactive, and resolution-oriented relationship with all interacting units/ departments of the bank in order to ensure complete resolution of customer complaints.
To perform in-depth and true RCA (root-cause analysis) to get to the bottom of problems impacting our customers.
To provide regular feedback & coaching to the front-end teams on complaints logging and to resolve as FPR.
To visibly improve customer satisfaction scores and related survey results through resolution
To provide regular feedback to the team on observations and how to handle complaints.
As a back-up. responsible to monitor individual & team KPIs on Complaints TAT & Quality
Conduct training and coaching to new joiners and existing staff to maximize their potential.
Perform regular quality checks to ensure complaints process is followed as per SOP and Consumer Protection Regulation standards.
Directly responsible to manage and motivate the CCU team / buddy assigned and to constantly improve output and visibly improve customer satisfaction scores and related survey results through complaint resolution.
