Senior Service Associate - Customer Care Unit

- Efficiently manage and resolve all complex and unstructured complaints for RBG and SME customers in a timely manner.
- Administer, coordinate, monitor, and report on all customer complaint resolutions.
- Conduct thorough Root Cause Analysis (RCA) to identify underlying issues affecting the customer experience.
- Foster a courteous and proactive relationship with all interacting units and departments within the organization to ensure comprehensive resolution of customer complaints.
- Take direct responsibility to lead, motivate, and enhance the performance of the CCU team/buddy, consistently improving output and elevating customer satisfaction scores and survey results through effective complaint resolutions.