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

- 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.