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Service Associate, CCU.COE Egypt - CXC-RBG Customer Care Unit.Client and Conduct Gro
Job in
Egypt, Lehigh County, Pennsylvania, USA
Listed on 2026-09-12
Listing for:
Mashreq
Full Time
position Listed on 2026-09-12
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, HelpDesk/Support, Client Relationship Management, Customer Success Management
Job Description & How to Apply Below
- - 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.
Position Requirements
10+ Years
work experience
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