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

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Focus, Communication Skills, Analytical Skills, Microsoft Excel, Microsoft PowerPoint, Organizational Skills, Team Player, Problem Solving, Root Cause Analysis, Process Improvement, Complaint Handling, Proactive Attitude, Adaptability, Time Management, Interpersonal Skills, Attention to Detail

Industry

Banking

Description

SERVICE ASSOCIATE (External) Grade – I Reporting to – Team leader Job Purpose * To handle and resolve all unstructured and complex complaints in an effective and timely manner for all RBG, SME customers * To administer, co-ordinate, monitor and report on the above * To perform in-depth and true RCA (root-cause analysis) to get to the bottom of problems impacting our customers * 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 visibly improve customer satisfaction scores and related survey results through complaint resolution Key Result Areas * 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 Knowledge, Skills and Experience * Should be proactive and customer focused without compromising the bank’s interest. Courteous and respectful in communication * Excellent inter-personal and communication skills (written and oral) – English and Arabic * Excellent analytical skills to enable resolution of complex problems and address through root cause analysis permanently. * Advanced skill in Microsoft Excel and PowerPoint * Thorough knowledge of features and benefits of all products and services of the bank * Good organizational skills with ability to perform as a team player. * Ability to work under pressure, result oriented, ability to multi-task & adapt to change * Possess positive attitude & willingness to learn & take ownership * Actively looking for ways to improve processes * 1 – 5 years complaints handling experience in banking * Graduate

Responsibilities

The Service Associate is responsible for handling and resolving complex customer complaints effectively and in a timely manner. They will also perform root cause analysis to identify systemic issues and contribute to process improvements.