Service Associate CCU

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

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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)

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Resolve/escalate all customer complaints assigned within agreed TAT

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

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

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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.

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

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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.

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