Job Title Customer Service Excellence Team Leader
Vacancy Deadline(mm/dd/yy) 6/30/2018
Languages English, Excellent
Country Egypt
City Cairo
Job Category Banking, Customer Service, Quality Assurance
Job Type Full Time
Job Level Senior
Description - Log, track and follow up to closure or escalate all items raised by clients to the CSE team. Understand and communicate expectations of client internally. Ensure the communications of status is done on the agreed timely basis.
- Customer ad-hoc request to be billed to third party clients. (Revenue Generation if doable)
- Manages client relationships and escalations and ensure engagement framework between company and the clients periodically.
- Ensure client feedback is shared with relevant units and log it. If within operations, ensure resolution. If outside of operations, then remind, and escalate to related team head.
- Ensure timely completion / closure / escalation of risk review items with no items ageing more than agreed TAT.
- Implement monthly process / quality review and feedback mechanism to QA, TRM and unit managers.
- All items to be logged and closed "or escalated� within the stipulated time frame and manage client expectations. All required escalations done as per the agreed escalation matrix. Ensure minimum aging of items and ensure closure of the reported issue as per each issue TAT.
- Through self learning understand various processes within the organization to be able to assess the item reported by client accurately and improve TAT.
- Review and provide inputs to improve processes within the unit which will improve overall TAT or delivery capabilities.
Qualifications - 3-5 years of experience in an international organization / similar position. - Customer Service/Relationship and experience highly desirable. - At least 2 years of experience in Card operations. - Knowledge of card business and card transaction flow with good understanding of the process flow of at least one area of the card function. - Banking experience is must.
Gender Any
Car owner Any
Experience 3 - 5 Years.
Salary (L.E.) Negotiable
How To Apply
Comments if you matched the required qualifications, please send you CV with subject "CSE/TL- Amcham"
Job Contact Email Recruitment@emp-group.com
