About the job
Join our dynamic team as a Customer Service Associate! In this role, you will play a crucial part in enhancing service quality for our valued customers, both internal and external.
Key Responsibilities:
- Ensure timely resolution of customer complaints in adherence to Service Level Agreements (SLAs).
- Act as the primary contact for internal staff regarding customer complaints received through various channels, including branches, emails, and phone banking.
- Maintain meticulous records of complaints in the CRM system throughout the resolution process.
- Collaborate with other departments to facilitate thorough and effective complaint resolution.
- Identify and escalate systemic issues, contributing to root cause analysis and business improvement efforts.
- Monitor technology-related issues and report mass incidents as necessary.
- Proactively seek opportunities for process enhancements and deliver constructive feedback based on observations.
- Continuously strive to surpass established service standards and indicators.
- Engage in team-building activities to foster a positive and productive work environment.