Service Associate, CCU.Egypt- NEO - Customer Experience.Client Experience and Conduct Group-MBEGP

Mashreq
Egypt
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementSkills: []

Investigate customer complaints thoroughly by gathering relevant information, analyzing issues, and providing timely, accurate responses. Handle unstructured and complex complaints for RBG and SME customers, ensuring resolutions meet SLA timelines and service standards. Perform in-depth investigation and root-cause analysis, document interactions and outcomes in the complaint management CRM, and coordinate with internal teams (Operations, Compliance, Risk, Technology, and Legal) to drive effective closure and improve customer satisfaction scores.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Mashreq
Mashreq
1 month ago

Service Associate, CCU.Egypt- NEO - Customer Experience.Client Experience and Conduct Group-MBEGP

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Investigate customer complaints thoroughly by gathering relevant information, analyzing issues, and providing timely, accurate responses. Handle unstructured and complex complaints for RBG and SME customers, ensuring resolutions meet SLA timelines and service standards. Perform in-depth investigation and root-cause analysis, document interactions and outcomes in the complaint management CRM, and coordinate with internal teams (Operations, Compliance, Risk, Technology, and Legal) to drive effective closure and improve customer satisfaction scores.
Location: Egypt
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Investigate customer complaints thoroughly by gathering relevant information and analyzing cases.
  • •Provide timely and accurate responses to customer inquiries and complaints.
  • •Handle and resolve complex complaints for RBG and SME customers within required timelines (TAT) as per SLAs.
  • •Perform in-depth investigation and root-cause analysis to identify the drivers of customer-impacting problems.
  • •Document all customer interactions, complaints, and resolutions in the complaint management system (CRM) and coordinate follow-up with internal teams to ensure effective closure.

Key Requirements

Tech Stack:CRMComplaint management system

Company Brief

Mashreq
Mashreq Bank is a UAE-headquartered full-service bank offering retail, corporate, Islamic and digital banking, treasury, and capital markets services across the Middle East and internationally.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 1967
Glassdoor
Glassdoor: 3.3
WebsiteLinkedInGlassdoor