Customer Care
- SSC Egypt
- Cairo, Cairo Governorate, Egypt
- Full-time
وصف الوظيفة
- 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
- 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
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
- Recommend queries and recurring complaints for template based responses
- Maintain a strong follow-up with other units in order to ensure complete and accurate resolution of customer complaints.
- Drive and daily analyze the root cause of complaints and brainstorm plans to resolve them permanently in coordination with the process/product owners and review/ measure improvement in process/product.
- Create action plan from complaints RCA and track action closure with owners for reporting.
- To monitor the implementation of recommendations made as a result of complaints, ensuring that service improvements identified as an outcome of complaints investigation are identified and implemented.
- Identify systemic issues or problems and raise concerns that are identified as part of root cause analysis.
- Weekly & monthly reporting of complaints RCA to internal teams, working group & forums.
- Monitoring daily MIS for insights and better team management.
- Analyze and share daily MIS for insights. Participate in the development, enhancement and monitoring of complaint resolution process and reporting of key performance indicators of team
- Maintain and track Technology issues and mass incidents reported
- Train DBC and branch staff by conducting structured and unstructured programs to enhance their service delivery skills and First Point Resolution
متطلبات الوظيفة
- Banking Complaints experience. Is a must
- English Fluent
- Excellent inter-personal and communication skills (written and oral) – good command on spoken and written English. Arabic is an advantage.
- Excellent analytical skills to enable resolution of complex problems and address through root cause analysis permanently.
- Advanced skill in Microsoft Excel and PowerPoint
- Understanding of complete Retail Banking, cash management, SME, trade finance terminologies, products, processes and systems
- Thorough knowledge of features and benefits of all products and services of the bank
- Working knowledge of all operating systems in the bank (CRM; Banksys; LionSys; Bank Trade Banc24; Symposium etc).
- Complete and thorough knowledge of products, policies, procedure and back office processes is vital to structure seamless solution and appropriate, prompt & accurate response.
- Good organizational skills with ability to perform as a team player.
- Ability to manage teams and 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 customer service experience in banking
