Service Associate, CCU.COE Egypt - CXC-RBG Customer Care Unit.Client Experience and Conduct Group-MEGPCOE

To develop and maintain optimum level of service quality with external and internal customer by ensuring complaints resolution in reasonable TAT as per SLAsTo 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 channelsResolve/escalate all customer complaints assigned within agreed TATEnsure 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 analysisMaintain and track Technology issues and mass incidents reportedContribute 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/productContribute towards team building and create positive energy to boost team’s productivity