Senior Service Associate.CXC-RBG Customer Care Unit

Mashreq; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Mashreq in Bengaluru seeks a skilled individual to handle and resolve complex customer complaints efficiently. You'll maintain relationships with various departments, ensuring effective problem resolution and improving customer satisfaction.

The ideal candidate has excellent interpersonal skills and analytical abilities, as well as proficiency in Microsoft Excel and PowerPoint. This role emphasizes proactive customer service while adhering to the bank's interests.

Qualifications

• Proactive and customer-focused without compromising bank interests.
• Excellent interpersonal and communication skills in English and Arabic.
• Strong analytical skills for complex problem resolution.

Responsibilities

• Handle and resolve unstructured and complex complaints effectively.
• Maintain relationships with all interacting units for complete complaint resolution.
• Perform root cause analysis to identify systemic issues.

Skills

Proactive customer service

Interpersonal skills

Analytical skills

Microsoft Excel

Microsoft PowerPoint

Job description

Job Purpose

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.

To 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.
• 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.

Knowledge, Skills and Experience

• Should be proactive and customer focused without compromising the bank’s interest. Courteous and respectful in communication.
• Excellent interpersonal 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.