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

Job description

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