Senior Officer - Social Care.CXC - RBG - Direct Banking Centre-Egypt COE.Client Experience and Conduct Group-MEGPCOE

Mashreq appears to be involved in retail and direct banking services, likely operating in the financial sector with a focus on customer experience and distribution.

Social Media Customer Servicing - Monitor customer interactions across assigned social media channels. - Respond to customer comments, posts, messages, and inquiries in a timely and professional manner. - Acknowledge customer interactions within defined response timelines. - Maintain appropriate brand tone and social media etiquette in all customer communications. Case Assessment & Classification - Assess and accurately classify customer interactions as – Complaint, Inquiry, Service Request, Feeback, Rating / Review, Compliment - Create and update cases in designated systems as required. - Ensure correct categorization and routing of customer issues. - Handle assigned cases from receipt through closure. - Follow established Complaint Handling Procedures (CPR), policies, and operational guidelines. - Liaise with internal stakeholders to obtain information and resolutions. - Provide regular updates to customers throughout the resolution journey. - Ensure customers receive clear and comprehensive closure responses. - Demonstrate empathy and professionalism during customer interactions. - Drive satisfactory customer outcomes through proactive follow-up and service recovery. - Escalate complex or high-risk cases as per defined escalation matrix. Complaint & Case Management Customer Experience Show more