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