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Service Associate, CCU.MGN Pak - CXC - Customer Care Unit.Client Experience at Mashreq Careers

İzmir, Aegean Region, Turkey -

Full Time

Start Date

Immediate

Expiry Date

10 Jun, 26

Salary

0.0

Posted On

12 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Complaint Resolution, Service Quality, Customer Care, SLA Management, Root Cause Analysis, CRM Utilization, Escalation Management, Process Improvement, Follow-up, Issue Tracking

Industry

Banking

Description

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 all touch points - branches, MOL, emails, mails, phone banking and various channels · 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. · Identify systemic issues or problems and raise concerns that are identified as part of root cause analysis · Maintain and track Technology issues and mass incidents reported · Contribute towards process and quality improvement within the bank by highlighting recurring issues and investigating root causes. Provide 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

Responsibilities

The primary responsibility is to develop and maintain optimal service quality by ensuring timely resolution of customer complaints logged through various channels, acting as the main contact point for internal staff regarding these issues. This involves resolving or escalating complaints within agreed service level agreements (SLAs) and ensuring 100% logging and updating on the CRM system.