Service Associate

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 Ensure 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 analysis Maintain and track Technology issues and mass incidents reported Contribute 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/product Contribute towards team building and create positive energy to boost team’s productivity Key result Areas Should be proactive and customer focused without compromising the bank’s interest.
Courteous and respectful in communication Excellent inter-personal and communication skills (written and oral) – English and Arabic Excellent analytical skills to enable resolution of complex problems and address through root cause analysis permanently.
Advanced skill in Microsoft Excel and PowerPoint Thorough knowledge of features and benefits of all products and services of the bank Good organizational skills with ability to perform as a team player.
Ability to 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 complaints handling experience in banking Graduate